Principal, Customer Success Operations

Anaplan is looking for a driven and dynamic PRINCIPAL, CUSTOMER SUCCESS OPERATIONS to join our APAC CS Operations Organization to help run the day-to-day operations for one of our fastest-growing regions. In this role, you will lead and contribute to strategic projects that enhance our post-sales processes, improve operational efficiency, and drive impactful outcomes across the organization. You will be the trusted advisor to the Customer Success Vice president of the entire APAC region, enabling our post-sales team to achieve ambitious goals while driving continuous improvement and transformative change. Key Responsibilities: Driving Change & Business Outcomes: • Analyze current post-sales operations processes and identify opportunities for optimization and innovation. • Implement strategic initiatives to improve post-sales productivity, forecast accuracy, and pipeline visibility. • Partner with post-sales leadership to develop strategies for scaling operations and achieving revenue targets. • Act as a change agent by introducing new tools, technologies, and methodologies to enhance post-sales performance. Customer Success Operations Support: • Oversee the design, implementation, and optimization of post-sales processes, tools, and systems. • Provide actionable insights through data analysis, reporting, and dashboards to support decision-making. • Ensure seamless communication and alignment across GTM teams. • Monitor data accuracy and integrity within CRM and related systems. Pipeline Performance Management: • Regularly monitor and analyze post-sales pipeline metrics, including customer renewal conversion rates, forecast accuracy and develop actionable insights • Assist in post-sales forecasting by analyzing pipeline data to predict future revenue streams. • Work closely with the post-sales leadership team to align pipeline performance with quarterly and annual churn and expand targets. • Identify potential risks to achieving post-sales goals and proactively develop mitigation strategies. Leadership & Collaboration: • Foster strong relationships with cross-functional teams to ensure project success and operational alignment. • Act as a trusted advisor to post-sales leadership, providing insights and recommendations to drive growth. Ideally, you have helped scale a hypergrowth business. You are a detail-oriented operator who is passionate about both the art and science of Customer Success. You know why adoption matters in SaaS, and you take pride in helping your Customer Success teams deliver high quality experiences that translate into strong customer engagements.  Most importantly, you have strong opinions on the best way to engage with and motivate the post-sales team, and you will thrive in an entrepreneurial environment that will give you a unique opportunity to prove your ideas out.  Qualifications: • Overall 10+ years of experience with relevant customer success / renewal / post-sales operations experience in a fast-growing organization • Experience working with enterprise technology companies. SaaS experience is a preference. • Proven skills in post-sales forecasting, customer health and reporting. • Ability to work with cross functional teams. • Proven skills in go-to-market modeling, building territories and setting corresponding goals. • Excellent analytical skills with experience overseeing and managing business metrics, productivity and outcomes. • Ability to plan manage and deliver multiple concurrent and complex workstreams in a matrixed organization with aggressive timelines. • Ability to manage high volumes of work, prioritize multiple responsibilities and be effective in fast-paced work environments. • Must have GRIT – guts, reliability, improvement, teamwork • Project management and leadership experience is a plus The position will report to the Global VP of Post-Sales Operations