Principal Platform Adoption Specialist

Job Description

The Principal Platform Adoption Specialist at Anaplan plays a critical role in driving customer success by maximizing Anaplan platform adoption, enhancing user enablement, reducing churn, and increasing customer satisfaction. They will serve as a strategic technical advisor, helping clients unlock the full value of their investment while supporting renewals and future growth opportunities. The role requires autonomy, accountability, and a proactive mindset.

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.

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.

Anaplan offers:

• A team of innovators focused on optimizing business decision-making.
• A winning culture that champions diversity of thought and ideas.
• The opportunity to be inspired, connected, developed, and rewarded.