What are the responsibilities and job description for the Senior Program Manager, Voice of the Customer position at Anaplan?
At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading scenario planning and analysis platform so our customers can outpace their competition and the market.
What unites Anaplanners across teams and geographies is our collective commitment to our customers' success and to our Winning Culture.
Our customers rank among the who's who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400 global companies that rely on our best-in-class platform.
Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals and we have fun celebrating our wins.
Supported by operating principles of being strategy-led, values-based and disciplined in execution, you'll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self!
The Senior Program Manager, Voice of the Customer will drive Anaplan's customer feedback strategy, ensuring that insights from customers shape business decisions and improve the overall customer experience. This position is a key part of the Customer Experience & Engagement function, responsible for collecting, analyzing, and operationalizing customer feedback to drive measurable improvements.
This role will establish Anaplan's customer feedback infrastructure, focusing on NPS and a standardized framework for survey deployment, result analysis, and integration into post-sale engagement and product roadmaps. This role will also develop and maintain feedback loops, systematically sharing insights for action. The ideal candidate will collaborate cross-functionally with Customer Success, Product, Marketing, and Support to align customer insights with business objectives.
Responsibilities include:
Develop and lead Anaplan's Voice of the Customer program, ensuring customer feedback is systematically captured and acted upon.
Launch and refine NPS/CSAT programs, establishing a structured approach to measuring customer sentiment, segmentation, and year-over-year trends.
Create a structured pathway for customer feedback to influence the product roadmap, with a focus on increasing customer satisfaction and engagement.
Collaborate with internal teams to embed customer insights into strategic planning, ensuring a data-driven approach to experience improvements.
Define and track success metrics, including NPS trends, customer sentiment segmentation, and feedback-driven initiatives.
Partner with cross-functional teams to enhance the customer journey, ensuring feedback loops result in actionable improvements.
Develop and present executive-level reports that translate customer insights into clear recommendations.
Stay informed on industry best practices for Voice of the Customer programs and continuously evolve Anaplan's approach.
More about you:
5-7 years of experience in Customer Experience, Customer Success, or Voice of the Customer programs, preferably in the SaaS industry.
Proven track record of analyzing customer feedback and driving measurable improvements.
Experience managing NPS/CSAT programs and leveraging insights to drive strategic decisions.
Strong communication and presentation skills, with the ability to synthesize and present insights to senior leadership.
A strategic thinker who can translate data into actionable recommendations and influence cross-functional teams.
Experience working with customer feedback tools and survey platforms (e.g., Medallia, Qualtrics, Gainsight, or similar).
Strong organizational skills with the ability to manage multiple initiatives and stakeholders simultaneously.
Comfortable working in a fast-paced, evolving environment with a high level of autonomy.
Our Commitment to Diversity, Equity, Inclusionand Belonging
Build your career in a place that thrives on diversity, equity, inclusion, and belonging. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.
Fraud Recruitment Disclaimer
It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.
Anaplan does not:
- Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
- Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible, and then followed up via written communication.
All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.
Salary : $117,000 - $168,000
