Customer Success Manager

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

Anthropic's consulting and systems integration partners now sell and deliver Claude work at growing volume, and selling alongside partners is working. What matters next is delivery: whether the partner completes the work, whether the customer's Claude usage grows and holds, and whether the outcome is good enough that the customer asks for that partner again.

The Partner Success Lead owns that outcome. You will hold a book of in-flight customer engagements across a set of managed partners in North America. From the day our Partner Delivery program matches a customer engagement to a partner in your book, you own it to a completed outcome: the work finishes on scope, the customer's Claude usage grows, and a stalled engagement gets diagnosed and unblocked before the customer disengages. You wake up every day on one question: what is each partner in my book doing, and is the work getting done.

Key responsibilities:

• Own every customer engagement in your book from partner match to completed outcome. Know the state of each one every week: scope, timeline, blockers, and the customer's Claude usage trend.
• Run the weekly delivery review across your book, and bring stalled or at-risk engagements to the weekly at-risk account review with a diagnosis, an owner, and a specific ask rather than a status list.
• Unblocking. Partner capacity, scope creep, customer readiness, product questions, deal-registration conflicts, and customer dissatisfaction with partner work: get each issue to the right internal team and stay on it through resolution.
• Own delivery quality and consumption across your book. Track engagements completed on time, time from match to completion, delivered consumption and weekly active use on the customer accounts your partners serve, and the accounts trending toward at-risk.
• Build senior relationships with each managed partner's practice and delivery leadership. Together with the Partner Account Manager and other Anthropic counterparts, establish the executive-level trust that lets you ask a partner to restaff, escalate, or invest — and be taken seriously — when an engagement needs it.
• Build each partner's Claude practice as the compounding work: certified bench depth, one repeatable offering in a chosen industry lane, and a published customer story from each completed engagement, so the next engagement needs less from you.
• Turn what works into methodology. Convert the moves you prove in your book into named, reusable best practices — engagement review packs, unblocking plays, practice-building guides — written clearly enough to be shared at scale across partners, the Partner Success team, and the contract delivery team running the same loop.
• Run the quarterly practice review with each managed partner's alliance and delivery leads: joint goals on completed customer engagements, customer adoption, certified practitioners, references, and industry positioning.
• Present and persuade across audiences. Deliver partner executive briefings, practitioner enablement sessions, and internal reviews with equal command — this role is regularly the voice of Partner Success in front of a partner's leadership, a delivery team, a customer, or Anthropic's own leadership.
• Steward funding requests from partners in your book. Recommend for or against co-investment and program funding requests against a stated outcome, and reconcile against milestones. The bar is outcomes, not consultant hours.
• Work the handoffs cleanly: from Partner Sales when a partner deal closes, and from the Partner Delivery program when an engagement is matched to a partner in your book. Coordinate with the Partner Account Manager on any strategic partner that has one, with Customer Success Managers on customer-side account health, and with Anthropic's direct sales field on joint accounts.
• Instrument your book and know its numbers: engagements in flight and completed, stall rate and days to unblock, delivered consumption per partner, certified practitioner counts, and partner health trajectory.
• Run your book Claude-first. Telemetry drafts the diagnosis; you validate it and act. Claude drafts your review packs, status notes, and escalation briefs; you own the judgment, the exceptions, and the unblocking. Feed what you see in the field back into the packages, playbooks, tier rules, and health rubric the team runs on.

Minimum qualifications:

• Experience owning a high-volume book of concurrent customer engagements, projects, or accounts (roughly 10 to 30 at a time) to completed outcomes, in a partner success, customer success, delivery management, or technical account management role.
• Ability and appetite to build structure, clarity, and programmatic motions out of in-flight work, while delivering engagement by engagement. You have written something down — a review format, a checklist, a play — that others ran without you, and you want to do more of that; growing that into the operating playbook a wider team runs is the senior end of this role, not the entry bar. This role scales by what you write down, not by added hours.
• Track record of a number tied to completed work and customer behavior (on-time delivery, adoption, retention, consumption, expansion) rather than contract signature, and an operating rhythm you built to hit it.
• Judgment on delivery quality: you can review a partner's engagement plan or scope and tell whether it will finish on time and produce usage, and you ask the follow-up question that surfaces the real risk.
• Escalation and unblocking judgment across a matrix (partner, customer, direct sales, customer success, product): you know which stall belongs to whom, you get help fast, and you stay engaged to resolution.
• A convincing speaker and presenter to all kinds of audiences: partner executives, delivery practitioners, customers, and internal leadership. You can carry a quarterly practice review, an enablement session, and an executive escalation in the same week and land each one.
• Deep understanding of how customer success works in a usage-based business; you have held a number tied to customer behavior and can read a consumption trend and act on it.
• Enough technical fluency to be credible in a delivery review. You do not need to write code, but you can follow a partner architect's walkthrough of a real Claude engagement and ask the substantive second question.
• Active daily use of Claude or another large language model as part of how you work: preparing reviews, drafting account plans, and analyzing your book. We will ask you to walk us through a recent deliverable.

Preferred qualifications:

• 5 to 8 years working with consulting and systems integration partners, or in delivery-facing customer success at a software company, cloud platform, or partner-led business.
• Direct experience with systems integrators (global firms such as Accenture, Deloitte, Capgemini, Infosys, TCS, or Wipro, or regional and boutique firms) and an understanding of how their delivery practices are staffed and run.
• Experience running at-risk or red account reviews and turning stalled work around.
• Experience anchoring a surge team: setting the playbook and the review pack that a group of contract or offshore delivery coordinators ran, and holding the quality bar across them.
• Depth in a specific industry vertical (financial services, healthcare, public sector, retail, or manufacturing) where you have carried a book of partners or customers.
• Experience stewarding co-investment funding or market development funding against specific outcomes, with formed opinions about what works and what does not.
• Experience running quarterly business reviews with consulting firm practice leads, and a sense of what makes them productive rather than ceremonial.
• Experience on a new team where the operating model was being written while you ran the book, and you shipped both.

The annual compensation range for this role is listed below. 

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary: $215,000—$300,000 USD

Logistics

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. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

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 links—visit 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 aboutour policy for using AI in our application process.