Partner Success Lead
$10k - $30k • Remote • San Francisco, CA | New York City, NY | Seattle, WA
Posted 13h ago
About the job
Anthropic is seeking a Partner Success Lead to own the outcome of customer engagements delivered by consulting and systems integration partners. This role involves managing a portfolio of in-flight customer engagements, ensuring they are completed on scope, driving customer Claude usage growth, and diagnosing and unblocking stalled projects. The ideal candidate will proactively monitor the progress of each partner engagement, identify risks, and work to resolve issues to ensure successful project completion and customer satisfaction.
Responsibilities
- Own customer engagements from partner match to completion, tracking scope, timeline, blockers, and customer usage trends weekly.
- Lead weekly delivery reviews and escalate at-risk engagements with diagnoses and proposed solutions.
- Unblock engagements by addressing issues related to partner capacity, scope creep, customer readiness, product questions, and customer dissatisfaction.
- Manage delivery quality and consumption across the book of engagements, tracking key metrics like on-time completion and active use.
- Build senior relationships with partner leadership to ensure engagement success and drive necessary actions like restaffing or investment.
- Develop partner Claude practices by building certified bench depth, repeatable offerings, and customer success stories.
- Translate successful strategies into reusable best practices and playbooks for the Partner Success team.
- Conduct quarterly practice reviews with partners to align on goals for customer engagements, adoption, and industry positioning.
- Present and persuade across various audiences, including partner executives, delivery teams, and internal leadership.
- Steward and evaluate partner funding requests based on stated outcomes and milestones.
- Manage clean handoffs from Partner Sales and the Partner Delivery program, coordinating with internal teams like Customer Success and direct sales.
- Instrument and analyze engagement data, including stall rates, unblocking times, consumption per partner, and partner health.
- Utilize Claude for diagnostics and drafting, while owning the final judgment, exceptions, and unblocking actions.
- Provide feedback from the field to improve team playbooks, rules, and health rubrics.
Requirements
- Experience managing a high-volume book of concurrent customer engagements, projects, or accounts (10-30) to completion in a partner success, customer success, delivery management, or technical account management role.
- Ability to create structure and programmatic motions from in-flight work, with a track record of documenting processes (e.g., review formats, checklists) that others have used.
- Proven track record of achieving metrics tied to completed work and customer behavior (e.g., on-time delivery, adoption, retention, consumption, expansion).
- Judgment on delivery quality, including the ability to assess partner engagement plans and scope.