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Anaplan

Scaled Customer Success Business Partner, AMER

Philippines Full Time

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused 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 who 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 love celebrating our wins – big and small.

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 let’s build what’s next - together!

Scaled Customer Success Business Partner - AMER 

Location: Manila, Philippines 
Department: Scaled Customer Success (SCS) 
Reports to: AMER Scaled Customer Success Leader 

About the Role 

As a Scaled Customer Success Business Partner (CSBP) based in Manila, you will play a critical role in ensuring our AMER customers realize measurable value from their Anaplan investment.

You will manage a portfolio of customers through a scaled engagement model, driving adoption, satisfaction, retention, and expansion while partnering closely with Sales, Renewals, Professional Services, and Partner teams across global time zones. 

Your mission: protect and grow our customer base by ensuring value realization, mitigating risk, and unlocking expansion opportunities across your portfolio.  

Your Impact 

Strategic Account Ownership 

  • Manage a portfolio of scaled AMER customers using Anaplan’s scaled engagement framework
  • Serve as the primary point of contact and trusted advisor throughout the customer lifecycle
  • Partner with Account Executives, Renewals Managers, and internal stakeholders to execute account and renewal strategies
  • Identify expansion opportunities and connect customers with the appropriate Anaplan teams or partners
  • Drive customer advocacy through engagement with the Anaplan Community and ecosystem 

Customer Adoption & Engagement 

  • Proactively monitor adoption, usage, and executive sponsorship, developing action plans to address risks
  • Guide customers toward measurable business outcomes and sustained user engagement
  • Promote participation in the Anaplan Community, customer events (e.g., CPX), and programs such as Master Anaplanner
  • Educate customers on product roadmap updates and new capabilities
  • Lead regular digital check-ins and success reviews to reinforce value realization 

Implementation & Ongoing Support 

  • Partner with customers, Anaplan Professional Services, and certified partners to ensure high-quality implementations
  • Act as a liaison between customers and Support or Product teams to resolve issues efficiently
  • Ensure proactive follow-up on open tickets, escalations, and adoption blockers
  • Maintain strong relationships with Partner and Platform Adoption Specialist (PAS) teams to deliver expert guidance 

Account Health & Renewal Management 

  • Conduct structured Account Health Checks using Salesforce and Gainsight
  • Align with internal account teams to build and execute renewal and retention strategies
  • Lead Customer Alignment Meetings covering health status, roadmap alignment, and renewal readiness
  • Track renewal sentiment and proactively manage churn risk indicators 

License & Workspace Optimization 

  • Monitor license utilization and workspace capacity to ensure efficiency and compliance
  • Deliver data-driven recommendations to support optimization and future scaling 

Enablement & Communication 

  • Share platform updates, enablement resources, and training opportunities
  • Promote digital self-service, Community engagement, and partner collaboration to enhance the customer experience 

What You’ll Bring 

  • Fluency in English, written and spoken
  • 5+ years of experience in Customer Success, Account Management, or Client Services within SaaS or enterprise software
  • Experience supporting AMER customers or working within a global support model
  • Background in business planning, forecasting, or financial modeling is a strong advantage
  • Domain familiarity with Corporate Finance (primary), Supply Chain, or Sales Performance Management
  • Exceptional organization, prioritization, and multitasking skills across multiple accounts
  • Strong communicator with the ability to translate technical concepts into business value
  • Proactive problem-solver with a customer-first mindset and strong sense of urgency
  • Analytical and data-driven, comfortable using Gainsight, Salesforce, Tableau, and Excel
  • Adaptable and effective in a fast-paced, global, and virtual environment
  • A “run your own business” mentality—self-motivated, accountable, and results-oriented 

Why Join Us