Erica Smith
VP, Customer Success & GTM | AI Platform Adoption | Enterprise Sales & Account Management | $1B+ ARR | Anaplan · Block · Gartner
- Role
- Vice President of Customer Success at Anaplan
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Erica Smith
Erica Smith is a VP of Customer Success at Anaplan, where she leads the upstream motions that deliver client value, drive predictable revenue retention, and build durable growth across a global enterprise base of approximately 2,500 customers representing $1.2B in ARR. She also serves as interim Chief of Staff to the Chief Customer Officer, connecting post-sales strategy to broader GTM execution and driving critical programs forward, including the renewals-focused introduction and adoption of Anaplan\'s AI product suite including, CoModeler and Agent Studio, fostering actionable intelligence embedded in the application layer.Prior to Anaplan, Erica founded Papilio Consulting Group, a revenue and GTM advisory firm she continues to run, and served as Head of SMB Sales at Block, where she led the North American sales organization within the Square, Cash App, and Afterpay ecosystem. Before Block, she held senior enterprise sales and customer success leadership roles at Mindbody-Classpass, Gartner, and Dun & Bradstreet, building a 20-year track record of growing and protecting large, complex enterprise portfolios across SaaS, fintech, payments, data, and analytics.Erica is known for building the systems that connect customer value to revenue durability, combining commercial rigor, analytics-driven insight, and the cross-functional alignment that makes growth stick.
Experience
Vice President of Customer Success
Jan 2025 — Present · Charlotte, NC, US
Lead global retention and revenue operations across a $1.2B ARR enterprise portfolio-Partner with executive leadership to strengthen forecasting rigor, risk visibility, and renewal governance-Align Customer Success, Sales, and Finance to drive predictable retention and expansion outcomes-Establish structured renewal engagement models across enterprise and strategic segments-Serve as strategic partner to the CCO, connecting executive planning to field execution-Interim Chief of Staff for CCO
Education
Isenberg School of Management, UMass Amherst
Bachelor of Science (BS)
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