Customer Success Operations Director

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers' success and to our Winning Culture.

Our customers rank among the who's who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies that rely on our best-in-class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals and we have fun celebrating_ _our wins.

Supported by operating principles of being strategy-led, values-based and disciplined in execution, you'll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self

We are seeking a dynamic and experienced **Customer Success (CS) Operations Director** to lead strategic initiatives across the EMEA and APAC regions. This role is pivotal in driving operational excellence through strategic planning, robust reporting and analytics, and fostering cross-functional business partnerships. You will act as a trusted advisor to CS leadership, aligning regional operations with global objectives and enhancing customer experience and success outcomes at scale.

**Your Role**

**Strategic Planning & Execution** - You will be partnering with regional CS leaders to develop and execute strategic initiatives aligned with global CS priorities. This will include leading and supporting annual business planning cycles, resource planning, and performance tracking for EMEA and APAC teams. You will also translate high-level goals into tactical initiatives, ensuring alignment between global and regional strategies.

**Reporting, Analytics & Insights** - In this area of your role you will be providing insights and analysis using performance dashboards, scorecards, and executive-level reports focused on customer health, retention, NRR, adoption, and operational KPIs. This means you will need to provide actionable insights to improve regional CS performance, identify risk/opportunity segments, and measure initiative impact across EMEA and APAC.

**Business Partnerships & Cross-Functional Collaboration** - You will serve as the operational bridge between CS and functions such as Sales, Marketing, Product, Finance, and GTM Ops across EMEA and APAC. We want you to build trusted partnerships with regional GTM leaders to ensure alignment on customer engagement strategies, account planning, and feedback loops. You will also be driving programs that improve internal communication, transparency, and collaboration across teams and time zones.

**Operational Excellence & Innovation** - We want you to identify and implement process improvements to streamline customer success operations and scale efficiently. This will involve evaluating and optimising tools, systems, and workflows used by regional CS teams (e.g., Gainsight, Salesforce, BI platforms). You will champion the voice of the customer internally by surfacing key trends and feedback through operational data.

**Your Qualifications**
- Expertise in Customer Success, Revenue Operations, Strategy, or a related field, preferably in a SaaS or high-growth tech environment.
- A proven track record in CS Operations or Strategy roles supporting international regions (EMEA and/or APAC).
- We are looking for strong analytical skills with deep experience in data visualization, storytelling, and decision support. A strategic mindset with an operator's discipline.
- You should have the ability to influence stakeholders across levels and cultures.
- Experience with tools such as Salesforce, Gainsight, Tableau/Power BI, and Excel.
- Ability to thrive in a fast-paced, ambiguous, and global environment.

**Our Commitment to Diversity, Equity, Inclusion**and Belonging**

Build your career in a place that thrives on diversity, equity, inclusion, and belonging. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day

**Fraud Recruitment Disclaimer**

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