Customer Success Business Partner

About Anaplan and the Role

Anaplan is a company driven by innovation, specializing in enhancing business decision-making through its advanced AI-powered scenario planning and analysis platform. Serving over 2,400 global enterprises including major Fortune 50 firms such as Coca-Cola, Adobe, and Bayer, Anaplan's unique culture values diversity, leadership at every level, ambitious goal achievement, and celebrating successes collectively. Join a team committed to strategy, values, and disciplined execution, aimed at pioneering what comes next.

This pivotal position on the Emerging Markets team involves managing a key portfolio of accounts, ensuring successful implementation, user adoption, and sustained solution health. The role requires partnership with Professional Services and Partners to deliver seamless onboarding, exceptional ROI, and sustained customer success in a complex, relationship-driven environment.

Key Responsibilities

• Manage a significant portfolio of clients in the GCC region, driving adoption, retention, expansion, and maximizing return on investment promptly.
• Serve as a trusted counselor, guiding clients through the value delivery lifecycle and facilitating business process transformations using Anaplan solutions.
• Lead executive-level Quarterly Success Reviews and present Success Scorecards to top-tier executives and stakeholders, navigating the formal engagement styles expected in the GCC.
• Identify client pain points and facilitate workshops to explore new use cases, promoting upselling, cross-selling, and retention strategies.
• Build and maintain strong relationships within customer organizations, advocating for their needs and aligning goals internally.
• Detect renewal risks early and collaborate closely with Renewals Managers and Account Executives to develop mitigation strategies.
• Support customers in establishing Centers of Excellence or governance models aligned with internal structures, fostering long-term autonomy.
• Contribute to and refine customer success resources, playbooks, and case studies to strengthen team capabilities.

Required Qualifications

• Fluency in Arabic and English, both spoken and written, is mandatory due to the customer base.
• Experience in customer success, presales, or management consulting roles, preferably within the GCC region.
• Background in Enterprise Performance Management, Enterprise Planning, or Analytics, enabling direct understanding of client challenges.
• Familiarity with Anaplan's key business lines like Finance, Supply Chain, or Sales Planning.
• Exceptional communication skills, comfortable addressing audiences at all organizational levels including executives and government officials.
• Proven expertise in Technical Customer Success, SaaS, project leadership, technology consulting, or advisory capacities.
• Ability to translate complex technical concepts into straightforward business value for clients.
• Understanding of software development lifecycle and design methodologies.
• A strong customer-centric approach, good problem-solving abilities, and calmness under pressure.
• Experience leading cross-functional teams to solve intricate customer challenges or deliver significant projects.
• Willingness to travel frequently within the GCC region.

Preferred Skills

• Domain knowledge in Planning and Modeling within Supply Chain, Finance, or Sales.
• Practical experience advising on or setting up Centers of Excellence or governance frameworks.
• Familiarity with Anaplan or comparable enterprise planning platforms.
• Experience with change management and company-wide transformation initiatives.
• Capability in creating customer-facing materials such as success playbooks or templates.
• Knowledge of renewal strategies and expanding customer engagements through upselling and cross-selling.
• Previous work experience with sovereign or government-affiliated enterprises.

Diversity and Inclusion Commitment

Anaplan embraces diversity, equity, inclusion, and belonging, recognizing these as integral to business success and innovation. The company fosters a respectful environment valuing people regardless of gender identity, sexual orientation, religion, ethnicity, age, neurodiversity, disability, nationality, or other unique traits. Accommodations are available for individuals with disabilities during the recruitment and employment process.

Important Recruitment Notice

Anaplan cautions against fraudulent job offers and contacts impersonating its representatives. Genuine offers involve thorough interviews and communications from official @anaplan.com email addresses only. Candidates are urged to verify suspicious contacts by reaching out to Anaplan directly before proceeding.