Customer Success Business Partner (Financial Planning & Analysis - FP&A)

The Role:

Anaplan is looking for a highly driven and dynamic Customer Success Business Partner (CSBP) to join the Customer Success team in Gurgaon, India.

This role goes beyond traditional customer success. You will operate as a strategic advisor and transformation partner, helping our enterprise customers leverage Anaplan's platform and AI capabilities to drive measurable business outcomes.

This is what you will do at Anaplan

As a CSBP, you will manage a portfolio of enterprise customers with the primary goal of maximizing their ROI on the Anaplan platform while owning the end-to-end lifecycle (onboarding, implementation, adoption, renewals, expansion) through a value-based selling mindset.

Strategic Partnership & Executive Engagement

• Own and nurture relationships with C-suite executives (CFO, CIO, CHRO, CDO) and senior stakeholders, establishing yourself as a trusted advisor and aligning on strategic priorities, value realization, AI transformation, and long-term investment decisions.
• Lead outcome-driven Executive Business Reviews (EBRs), presenting compelling narratives that connect Anaplan's capabilities to the customer's strategic priorities and clearly articulate business value to influence renewal, expansion, and investment decisions.
• Advise customers on establishing a robust Center of Excellence (CoE) and governance structure to foster self-sufficiency and scale while enabling stakeholder alignment, prioritization, and scalable adoption.

Value Realization & Adoption

• Drive measurable ROI and business outcomes from Anaplan investments across onboarding, implementation, and adoption phases ensuring strong customer health.
• Proactively monitor platform usage and sponsorship, identifying risks and deploying targeted action plans to drive sustained adoption and protect renewals.
• Develop and execute customer success plans aligned to value realization, adoption, and growth objectives.
• Develop customer success assets and playbooks and help drive customer references and case studies to reinforce value realization and support expansion.
• Drive enablement, training, and best practices to foster adoption and customer self-sufficiency.

Commercial Growth & Expansion

• Identify and drive platform expansion opportunities, including AI use cases, across key business functions (Financial Planning & Analysis) to increase platform footprint and business value.
• Collaborate with Sales and Partners to build and progress pipeline within existing accounts through structured account prioritization and pipeline development.
• Proactively identify and mitigate renewal risks in partnership with Renewal Managers and Account Executives to secure and grow the commercial relationship ensuring high retention and strong NRR, and predictable renewals.
• Translate Anaplan's platform and AI capabilities into clear business value to drive expansion and customer investment.

Customer Advocacy & Internal Collaboration

• Serve as the voice of the customer to internal Anaplan teams (Product, Support, Community), advocating for their needs and ensuring objectives are aligned across business and technical stakeholders.
• Act as a primary point of escalation, focusing on swift resolution and maintaining positive momentum to maintain customer confidence and protect customer health.
• Contribute to the development of customer success assets, playbooks, and customer case studies to strengthen the Anaplan community.
• Own key relationships with customers and proactively maintain high levels of engagement with a focus on increasing customer satisfaction and loyalty while identifying growth opportunities.
• Promote and support engagement with Anaplan through community usage, user groups, and event participation.
• Act as the primary customer contact, managing stakeholders across business and IT and driving change management initiatives.

Your Qualifications

• 7+ years of work experience in customer-facing roles such as customer success, presales or management consulting with experience driving renewals and expansion.
• Deep subject matter expertise in Financial Planning & Analysis (FP&A) space with a strong understanding of Enterprise Performance Management (EPM) and Enterprise Planning & Analytics.
• Hands-on experience from consulting or implementation perspective on FP&A planning products such as Anaplan, OneStream, Oracle EPM, SAP BPC/SAC etc.
• Excellent communication, presentation, and interpersonal skills, with a consultative and value-oriented approach.
• Ability to translate technical platform capabilities into business value for customers.
• Bachelor's degree, with focus on business, finance, marketing, operations, supply chain. CA/MBA a plus