Are you a self-starting individual who has a passion for technology and enjoy working with customers? Do you often serve as the go-to person to solve challenges? Do you enjoy demonstrating your product knowledge and proactively helping your colleagues succeed? If your background is in Customer Success, Professional Services or Product and you enjoy helping your customers achieve their goals, then this job is for you.
This important position on the Anaplan Platform & Ecosystem Success team gives you a fantastic opportunity to help scale our business through the evolution and growth of our Customer Success team. Working to ensure our customers are maximizing their adoption of Anaplan and are equipped with the best enablement possible.
Core responsibilities
As the Principal Platform Adoption Specialist, you will play a critical role in driving customer success by maximizing Anaplan platform adoption, enhancing user enablement, reducing churn, and increasing customer satisfaction. You will serve as a strategic technical advisor, helping clients unlock the full value of their investment while supporting renewals and future growth opportunities.
In this role, you'll stay ahead of platform enhancements, promote new features to customers, and develop data-driven strategies to close adoption gaps. As a trusted advisor, you'll offer best practices, influence product development through customer feedback, and champion a culture of continuous improvement.
Responsibilities:
- Proactively communicate platform updates and educate customers on new features and benefits.
- Partner with Customer Success Business Partners to identify at-risk accounts and design tailored re-engagement strategies.
- Deliver impactful product demonstrations, hands-on training, and enablement sessions across diverse customer segments.
- Develop scalable adoption resources, including guides, tutorials, and FAQs, to address common challenges.
- Analyze customer feedback and usage data to identify trends, improve adoption strategies, and influence product enhancements.
- Lead initiatives to drive platform adoption and ensure customers achieve measurable business outcomes.
- Leverage data analytics to monitor adoption health, identify risks, and develop proactive enablement strategies.
- Identify potential risks to customer success and escalate issues as needed to mitigate churn.
- Provide customer insights to internal teams to shape platform roadmap and feature priorities.
What You'll Bring:
This role requires autonomy, accountability, and a proactive mindset. You'll thrive in environments where responsibilities evolve, taking ownership of customer adoption challenges and influencing both internal and external stakeholders. Success in this role demands strong problem-solving skills, technical acumen, and the ability to manage change effectively in fast-paced settings.
Requirements:
- 8 years of experience in customer success, consulting, or professional services, with a proven track record in driving software adoption.
- 3–5 years of hands-on Anaplan model-building experience; experience with EPM, SPM, or SCM products is a strong plus.
- Strong understanding of complex planning functions and the ability to advise on platform capabilities to support business outcomes.
- Deep knowledge of the roles played by Customer Success Managers, Technical Account Managers (Platform Adoption Specialists), and Professional Services teams in a SaaS environment.
- Proven ability to create structure and design effective processes in ambiguous or rapidly changing environments.
- Excellent facilitation, communication, and presentation skills, with a sharp attention to detail.
- A communication style that builds confidence with customers and stakeholders, enabling rapid establishment of trusted advisor status.
- Strong background in delivering and facilitating knowledge transfer sessions both in-person and virtually across global teams.
- Self-starter with the ability to manage workload autonomously and work efficiently in a fast-paced environment.
- Results-driven problem solver with a focus on progress and continuous improvement.
- Open to feedback and comfortable working in an iterative, collaborative environment.
- BA/BS required; MA/MBA is a plus.
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