Customer Success Manager, Top Accounts
$200k - $320k • Boston, MA; San Francisco, CA | New York City, NY; Seattle, WA; Washington, DC
Posted 11h ago
About the job
Join Anthropic's Customer Success team in a high-visibility and high-impact role driving AI adoption for one of our largest accounts in the Tech segment. As a dedicated Enterprise Customer Success Manager, you will be their strategic partner and trusted advisor, helping them harness the full potential of all our Claude capabilities. You'll work with a global technology leader to actively deploy and adopt AI to reshape the technology landscape, partnering with key individuals who are moving fast and pushing the boundaries of what's possible with LLM technology. Your role will involve developing genuine partnerships, gaining a deep understanding of their business objectives, strategic direction, AI vision, and technical needs, and serving as a strategic advisor throughout their journey with us. You will provide best practices and guidance for maximizing impact with Claude in a safe, sustainable way, supporting their growing and evolving consumption. Your focus will be on helping customers scale their usage effectively, drive model and use case optimizations, implement change management strategies, and maximize the ROI of their investment. The insights you gather will directly inform our research priorities, product development, and go-to-market strategies, making you a key voice in shaping how we build and deliver ongoing value.
Responsibilities
- Build trusting, strategic relationships with key customer decision makers and identify opportunities for optimization and expansion.
- Become an expert in Anthropic's products to guide customers to the right solutions.
- Own customer operations across their lifecycle, maintaining structured operational assessments and account plans.
- Identify potential new use cases and lines of business for Claude across different departments.
- Develop and execute change management strategies to drive end-user adoption and maximize value.
- Drive consumption planning and the value story, developing ROI hypotheses and quantifying outcomes.
- Prioritize across the account's business units and workstreams, building programmatic, repeatable motions.
Requirements
- 8+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, and/or Strategy Consulting.
- Experience working with F10 companies at the executive level, ideally including established tech companies, and leading organization-wide change or adoption programs.
- Technical fluency to understand and articulate AI/ML concepts, the software development lifecycle (SDLC), and implementation patterns.
- Daily experience building with AI, automating workflows with agents, skills, and tooling; preferred experience with Claude Code.
- Proven track record of driving measurable outcomes within a single, highly matrixed organization.
- Cross-functional collaborator who represents the customer proactively and rallies teams around solutions.
- Bachelor’s degree or an equivalent combination of education, training, and/or experience.