Customer Success Manager, Strategics
New York City, NY; San Francisco, CA; Seattle, WA
Posted 10h ago
About the job
Join Anthropic's Customer Success team in a high-impact role driving AI adoption across strategic Digital Native Business (DNB) accounts. As a dedicated Enterprise Customer Success Manager for a global technology leader, you will be their strategic partner and trusted advisor, helping them harness the full potential of Anthropic's Claude capabilities. You will work with key partners to actively deploy AI, developing genuine partnerships, understanding their business objectives, strategic direction, AI vision, and technical needs. You will serve as a strategic advisor, helping customers identify the right Claude capabilities for their business objectives, providing best practices, and supporting their growing usage. Your role focuses on 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.
- Become an expert in Anthropic's products (API, Claude Code, Claude for Enterprise) to guide customers to the right solutions.
- Proactively drive usage planning and understand current and future consumption/adoption to demonstrate realized value for the customer.
- Monitor usage patterns and identify optimization opportunities to drive full value from contracted commitments.
- Serve as the customer's thought partner, socializing Anthropic’s product roadmap and engaging Product PMs.
- Document and quantify customer value realized through business outcomes, ROI, and impact metrics.
- Identify potential use cases and lines of business not currently onboarded, partnering with customers and Sales/Product to discover new applications for Claude.
- Develop and execute change management strategies to drive end-user adoption and maximize value within customer organizations.
- Own the customer experience across their lifecycle, managing account and success plans, conducting Quarterly Business Reviews, and serving as the primary conduit between the customer and Anthropic.
- Develop scalable engagement strategies and playbooks for your customer that can be utilized across other high-touch strategic DNB accounts.
Requirements
- 8+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering.
- Experience working with F10 and F500 technology companies, SaaS platforms, or digital-first businesses.
- Deep understanding of the AI landscape, including direct experience working for or with large technology companies with investments/products at every layer of the AI tech stack.
- Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across diverse stakeholders.
- Experience driving success across both consumption-based and seat-based business models.
- Strategic mindset to identify growth opportunities and translate them into actionable expansion plans.
- Proven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes.
- Cross-functional collaborator who represents the customer positively and proactively.
- Passion for AI and interest in responsible AI development.