Customer Success Manager, Enterprise Tech
Remote • San Francisco, CA | New York City, NY
Posted 7h ago
About the job
Join Anthropic's Customer Success team in a high-visibility and high-impact role driving AI adoption across a small number of enterprise accounts. As a dedicated Customer Success Manager, you will be a partner and trusted advisor to enterprise tech customers, helping them harness the full potential of Anthropic's Claude capabilities, including API, Claude Code, and Cowork. You will work with global technology leaders to actively deploy AI and reshape the technology landscape, developing genuine partnerships and gaining a deep understanding of their business objectives, strategic direction, AI vision, and technical needs. Your role will involve serving as a strategic advisor, helping customers scale their usage effectively, drive model and use case optimizations, implement change management strategies, and maximize the value of their investment. The insights you gather will directly inform Anthropic's research priorities, product development, and go-to-market strategies.
Responsibilities
- Build trusting, strategic relationships with key customer decision makers and identify opportunities for optimization and expansion.
- Own customer operations across the account lifecycle, maintaining structured operational assessments and grounding account and success plans.
- Become an expert in Anthropic's products (API, Claude Code, Cowork) to guide customers to the right solutions.
- Proactively drive consumption planning and the value story, developing ROI hypotheses and quantifying outcomes.
- Monitor usage patterns and identify optimization opportunities to drive full value from contracted commitments.
- Serve as the customer's thought partner, enhancing their knowledge of Claude products and engaging Product PMs.
- Develop and execute change management strategies to drive end-user adoption and maximize value.
- Prioritize across account business units and workstreams, building programmatic, repeatable motions.
Requirements
- 6+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or Strategy Consulting.
- Experience working with F500 technology companies, SaaS platforms, or digital-first businesses at the executive level.
- Experience leading organization-wide change or adoption programs for products requiring C-suite sponsorship.
- Technical fluency with AI/ML concepts, API integrations, and software implementation patterns.
- Proven track record managing a portfolio of accounts, maintaining strong relationships, and driving measurable outcomes.
- Cross-functional collaborator who represents the customer proactively.
- Passion for AI and interest in responsible development of advanced systems.
- Experience building with Claude Code, automating workflows with agents, skills, and tooling.
- Ability to bring order to chaos and a "roll up your sleeves" mentality.