Partner Success Lead
$10k - $30k • London, UK
Posted 21h ago
About the job
Anthropic is seeking a Partner Success Lead to own the outcome of customer engagements delivered by their consulting and systems integration partners. This role focuses on ensuring partners successfully complete work, drive customer adoption of Claude, and achieve positive outcomes. You will manage a portfolio of in-flight customer engagements across a set of managed partners in EMEA, from the initial match to successful completion. Your primary focus will be on the delivery aspect, ensuring projects stay on scope, customer usage grows, and any stalled engagements are diagnosed and unblocked before customer disengagement.
Responsibilities
- Own customer engagements from partner match to completion, tracking scope, timeline, blockers, and Claude usage trends weekly.
- Lead weekly delivery reviews and escalate at-risk engagements with diagnoses and specific asks.
- Unblock engagements by addressing issues like partner capacity, scope creep, customer readiness, product questions, and customer dissatisfaction, working with internal teams for resolution.
- Manage delivery quality and consumption across your portfolio, tracking on-time completion, time to completion, delivered consumption, and weekly active use.
- Build senior relationships with partner practice and delivery leadership to ensure executive-level trust for escalations and resource requests.
- Develop each partner's Claude practice by building certified bench depth, repeatable offerings, and customer success stories.
- Formalize successful approaches into reusable best practices, playbooks, and guides for broader team use.
- Conduct quarterly practice reviews with partners to align on goals for customer engagements, adoption, practitioners, references, and industry positioning.
- Present and persuade across various audiences, including partner executives, delivery teams, customers, and internal leadership.
- Evaluate and recommend partner funding requests based on stated outcomes, not consultant hours.
- Manage handoffs from Partner Sales and the Partner Delivery program, coordinating with Partner Account Managers, Customer Success Managers, and direct sales teams.
- Instrument and analyze engagement data, including in-flight and completed engagements, stall rates, unblocking times, consumption per partner, and partner health.
- Utilize Claude for diagnostics, review packs, status notes, and escalation briefs, while providing judgment, handling exceptions, and driving unblocking actions.
- Provide feedback from the field to improve team playbooks, tier rules, and health rubrics.
Requirements
- Experience owning a high-volume book of 10-30 concurrent customer engagements, projects, or accounts to completion in a partner success, customer success, delivery management, or technical account management role.
- Ability to build structure and clarity from in-flight work, with a track record of creating documented processes (e.g., review formats, checklists) that others have used successfully.
- Proven track record of achieving metrics tied to completed work and customer behavior (e.g., on-time delivery, adoption, retention, consumption, expansion), not just contract signatures.
- Strong judgment on delivery quality, with the ability to review and assess the quality of work performed by partners.