Customer Success Manager, Enterprise Tech

Customer Success Manager, Enterprise Tech

San Francisco, CA | New York City, NY

About Anthropic

Anthropic's mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role

Join Anthropic's Customer Success team in a high-visibility & high-impact role driving AI adoption across a small number of enterprise accounts in our Enterprise Tech segment. As our dedicated Customer Success Manager for Enterprise Tech Customers you'll be their partner and trusted advisor helping them harness the full potential of all our Claude capabilities - API, Claude Code, Cowork, and other surface areas.

You'll work with a book of global technology leaders to actively deploy AI and reshape the technology landscape. You'll be working with key partners who are moving fast and pushing the boundaries of what's possible with LLM technology. Your role will entail developing genuine partnerships with the customer and key stakeholders, gaining a deep understanding of their multi-pronged business objectives, strategic direction, AI vision, and technical needs. You'll draw on both your business acumen and technical expertise to serve as a strategic advisor throughout their journey with us.

In partnership with the broader account team, you will help customers identify the right Claude capabilities for their specific business objectives, working closely with them to provide best practices and guidance while supporting them as their usage grows and evolves.

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 through expanded use cases across their organization. The insights you gather from your customers 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 as a business.

Responsibilities

• Build trusting, strategic relationships with key customer decision makers in complex, matrixed organizations; understand their business and objectives and identify opportunities for optimization and expansion
• Own customer operations across the lifecycle of each account, maintaining a structured operational assessment (customer readiness, operational health, strategic alignment, enablement strategy, adoption intelligence) that grounds comprehensive account and success plans and Executive Business Reviews
• Become an expert in Anthropic's products across API, Claude Code and Cowork, understanding the technical nuances and best practices for each to guide customers to the right solutions
• Leverage your deep knowledge of each customer, and the patterns you see across your other Tech accounts, to proactively drive consumption planning and the value story behind it, developing credible ROI hypotheses and quantifying outcomes that build the case for continued and expanded investment.
• Monitor usage patterns and identify optimization opportunities across Claude surface areas (API, Claude Code, Cowork) to drive full value from contracted commitments
• Serve as the customer's thought partner, enhancing their knowledge of Claude products by socializing Anthropic's product roadmap, driving awareness on new products and engaging Product PMs
• Develop and execute change management strategies to drive end-user adoption and maximize value within customer organizations, including Train the Trainer programs, Center of Excellence development, and organizational enablement
• Ruthlessly prioritize across the account's many business units and workstreams, building programmatic, repeatable motions

You May Be A Good Fit If You Have

• 6+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or Strategy Consulting
• Experience working with F500 technology companies, SaaS platforms, or digital-first businesses at the exec levelideally including high-growth and established tech companies.
• You understand what it means to lead organization-wide change or adoption programs (multiple functions, hundreds of users) for a product that requires C-suite sponsorship
• Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a set of diverse stakeholdersfrom developers and product managers to executives and end users
• Proven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes you can run multiple enterprise motions in parallel without letting any account go quiet.
• Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs
• Passion for AI and interest in responsible development of advanced systems. You have built with Claude Code, automating your own workflows with agents, skills, and tooling.
• A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality

Logistics

Annual Salary: $151,840 - $200,000 USD

Minimum education: Bachelor's degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any linksvisit anthropic.com/careers directly for confirmed position openings.

How We're Different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact advancing our long-term goals of steerable, trustworthy AI rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come Work With Us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.