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.

3–5+ years of hands-on Anaplan model-building required experience
Master Anaplanner certification preferred
8+ years of experience in customer success, consulting, or professional services, with a proven track record in driving software adoption.
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.

Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)
Reasonable accommodations provided to individuals with disabilities for application and interview process
Support for employees in building their career in a diverse and inclusive environment

Principal Platform Adoption Specialist

Key skills