Customer Trust Specialist
San Francisco, CA | New York City, NY | Seattle, WA
Posted 4d ago
About the job
Anthropic is building reliable, interpretable, and steerable AI systems to be safe and beneficial for users and society. As a Customer Trust Specialist, you will be the primary point of contact for customer-facing security engagements, ensuring large enterprises feel confident using Claude for their critical workloads. You will collaborate with Go-to-Market, Legal, Deal Desk, Product, and Security teams to clearly communicate Anthropic's security posture to customers and their auditors. This role involves handling complex negotiations, audits, and executive briefings, and translating learnings into reusable resources like playbooks and a knowledge base. You will also leverage Claude to automate evidence gathering, support research, and develop team tooling.
Responsibilities
- Negotiate security terms and schedules with regulated enterprise customers, making judgment calls on escalations and contributing to new positions with Legal.
- Manage complex customer questionnaires, RFPs, and security assessments that go beyond standard answers.
- Conduct onsite and remote security audits for strategic accounts, including scoping, presenting controls, addressing findings, and documenting closure.
- Articulate the company's security posture in customer briefings, addressing detailed questions on architecture, data handling, retention, tenancy, and model training.
- Contribute to the team's library of legal-approved positions, answer bank, and audit runbooks to enable repeatable resolutions.
- Utilize Claude for automating questionnaire and RFP responses, gathering internal information, and verifying machine-generated content.
- Develop and maintain customer-facing trust materials such as white papers, FAQs, and architecture diagrams, ensuring security claims align with system operations.
- Route identified control gaps and new feature requests from customers to appropriate Product and Security owners, ensuring follow-through.
- Identify and report patterns from audits, questionnaires, and negotiations to Customer Trust and Security leadership to inform evolving customer expectations.
- Track and report on engagement metrics like escalation volume, remediation progress, and deal impact.
Requirements
- Demonstrated security expertise in at least one domain (engineering, GRC) with broad understanding across others.
- Hands-on experience with customer-facing security activities such as audits, questionnaires, contract terms, or executive briefings for regulated enterprises.
- Ability to maintain a security stance under pressure, balancing business needs with security requirements.
- Proficiency in discussing security with customer CISOs and verifying technical claims with engineers, ensuring accuracy in customer communications.
- Experience creating positions, playbooks, or standard answers that are utilized by team members.
- Strong written communication skills for developing positions, runbooks, and summaries.
- Ability to influence engineering, Legal, and GRC colleagues to prioritize and complete work without direct authority.
- Comfort and self-sufficiency in working independently and establishing necessary structure.