Head of Partner Experience & Success

About Anthropic

Anthropics 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

This is a foundational leadership role responsible for building the infrastructure programs and operational excellence that will power Anthropics global partner ecosystem. You will own the end-to-end partner experience from portal and program design through enablement and certification to ongoing success and satisfaction.

The successful candidate will be the architect of how partners engage with Anthropic globally. You will build the systems programs and incentives that ready our ecosystem for scale while ensuring every partner and their customers achieve the highest levels of success. When things go wrong you will be the escalation point and problem solver who protects our brand and relationships.

This role requires someone who is both strategic and deeply operational capable of designing world-class programs while also rolling up their sleeves to resolve critical issues. You obsess about partner and customer success understanding that ecosystem health is fundamental to Anthropics mission.

Responsibilities:

Partner Program & Portal

• Design build and continuously evolve Anthropics global partner program including tiers requirements and benefits

• Own the development and rollout of the partner portal the central hub for partner engagement resources and self-service

• Define and manage partner incentive structures that drive the right behaviours and outcomes

• Establish program governance compliance frameworks and partner agreements

• Benchmark against industry best practices and continuously innovate to maintain competitive advantage

Global Enablement & Certification

• Own the global rollout of partner enablement programs ensuring partners have the knowledge and skills to successfully sell implement and support Claude

• Design and deliver certification programs that validate partner capabilities and create differentiation in market

• Develop scalable training content delivery mechanisms and assessment frameworks

• Work closely with regional partnership teams to ensure enablement is localised and culturally relevant

• Track and report on enablement effectiveness and partner competency development

Partner Advisory Board & Ecosystem Engagement

• Establish and run Anthropics Partner Advisory Board creating a forum for strategic dialogue with top partners

• Gather partner feedback and insights to inform product roadmap program design and GTM strategy

• Build strong relationships with partner leadership to ensure alignment and commitment

• Coordinate partner communications events and community building initiatives

Partner & Customer Success

• Own partner satisfaction metrics and drive continuous improvement in partner experience

• Serve as the escalation point for red account issues working cross-functionally to resolve customer dissatisfaction delivered through partners

• Establish early warning systems and health metrics to proactively identify at-risk partnerships and customers

• Drive accountability for customer success outcomes across the partner ecosystem

• Protect and enhance Anthropics brand through exceptional partner and customer experiences

Ecosystem Readiness & Operations

• Own all elements of ecosystem readiness ensuring partners are equipped and prepared for new product launches market expansions and strategic initiatives

• Build scalable operational processes that support ecosystem growth without compromising quality

• Define and track KPIs that measure ecosystem health partner performance and customer outcomes

• Collaborate with regional teams product marketing and sales to ensure seamless partner experience across all touchpoints

You may be a good fit if you have:

• Significant experience building and scaling world-class partner programs at global technology companies

• Proven track record of designing and launching partner portals enablement platforms and certification programs

• Experience managing partner advisory boards or similar executive engagement forums

• Strong background in partner or customer success with demonstrated ability to resolve complex escalations

• Experience designing incentive structures and program economics that drive partner behaviour

• Track record of delivering measurable improvements in partner satisfaction enablement effectiveness and customer outcomes

• Experience operating globally across multiple regions with understanding of how to scale programs internationally

• Background in enterprise technology ideally cloud AI/ML or platform businesses

Strong candidates may have:

• Strategic mindset combined with operational excellence able to design the vision and execute the detail

• Exceptional program management and organisational skills

• Strong analytical capabilities with ability to define track and act on metrics

• Executive presence with ability to engage credibly with senior partner leadership

• Calm under pressure able to manage escalations and difficult situations with professionalism

• Customer and partner obsessed relentless focus on experience and outcomes

• Collaborative approach with ability to influence cross-functional teams without direct authority

• Excellent communication skills written verbal and presentation

• Systems thinker who can design scalable sustainable processes

• Passion for AI and alignment with Anthropics mission of beneficial AI development

Logistics

Education requirements: We require at least a Bachelors degree in a related field or equivalent experience.

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 arent 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 youre interested in this work. We think AI systems like the ones were 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.

How were 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. Were 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 policyfor using AI in our application process