Principal Customer Success Business Partner

The Principal Customer Success Business Partner (CSBP) is responsible for ensuring the successful deployment, user adoption, and ongoing health of our Nordic customers and their Anaplan solutions. You will act as the customer’s primary point of contact, collaborating with internal teams such as Partners, Professional Services, and Sales to drive value and deliver exceptional ROI. The CSBP takes a proactive, strategic approach to ensure customer success, expansion, and platform optimisation, helping customers realise full business transformation through the Anaplan platform. 

Your Impact 

• Customer Success Leadership: Own and manage a portfolio of customers to drive adoption, satisfaction, and retention. Serve as a trusted advisor and thought leader in leveraging Anaplan to achieve customers' strategic objectives. 

• Account Strategy & Expansion: Collaborate closely with Sales, Professional Services, and Partner teams to co-create and execute customer account strategies. Identify opportunities for upselling, cross-selling, and further expansion within existing accounts, focusing on business impact and maximising ROI. 

• Business Outcomes & Transformation: Guide customers in aligning Anaplan capabilities with their key business goals. Enable a data-driven approach to planning and forecasting, demonstrating how Anaplan facilitates business agility and strategic decision-making. 

• Health Monitoring & Proactive Engagement: Continuously monitor customer engagement, platform utilisation, and business outcomes. Build and execute tailored customer success plans to ensure consistent value delivery, and proactively address any challenges or barriers to success. 

• Customer Advocacy & Feedback Loop: Act as the voice of the customer internally, advocating for customer needs and feedback to influence Anaplan’s roadmap and innovation pipeline. Ensure customers are represented and championed across internal teams. 

• Community Building & Best Practices Sharing: Foster customer engagement by connecting them with the broader Anaplan community, user groups, and industry events. Promote the sharing of best practices to drive collaboration and knowledge exchange. 

• Risk Management & Problem Solving: Partner with internal support teams to resolve platform challenges, maintaining customer trust and confidence. 

• Customer Education & Enablement: Ensure customers are equipped with the knowledge and tools needed to leverage Anaplan effectively. Drive customer enablement initiatives through training programs, workshops, and onboarding sessions to support sustainable user adoption. 

Your Qualifications 

• Native Swedish speaker, Finnish speaker desirable 

• Proven experience in customer success management, account management, or client services within a SaaS environment, preferably in a strategic or enterprise-level role 

• Deep understanding of business processes, planning, and forecasting 

• Strong consultative mindset with the ability to align technical solutions with business needs and objectives 

• Experience in leading customers through digital transformation journeys, focusing on high-impact outcomes 

• Excellent relationship-building skills, with the ability to collaborate across functions and levels of an organisation 

• Strong communication and presentation skills to influence both customer stakeholders and internal teams 

• Experience with planning/modelling software, ideally Anaplan, is a plus