Customer Success Manager, Digital Native Businesses

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

Join Anthropics Customer Success team in a high-impact role driving AI adoption across our Digital Native Business (DNB) segment. As an Enterprise Customer Success Manager for DNB youll be the strategic partner and a trusted advisor to our most complex customers with a portfolio of innovative technology-forward companiesfrom high-growth to established tech leadershelping them harness the full potential of all our Claude capabilities - API Claude for Enterprise and Claude Code.

Youll work with organizations that move fast and push the boundaries of whats possible with LLM technology. Developing genuine partnerships with customers gaining a deep understanding of their business objectives strategic direction AI vision and technical needs. Youll 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 (consumption & seat based) 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 to understand their business and objectives identifying opportunities for optimization and expansion

• Become an expert in Anthropics products across API Claude Code and Claude for Enterprise understanding the technical nuances and best practices for each to guide customers to the right solutions

• Leverage your deep knowledge of the customer and other Digital Native Businesses to proactively drive usage planning understanding current and future consumption/ adoption and how it creates realized value for the customer

• Monitor usage patterns and identify optimization opportunities proactively addressing underutilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) products to drive full value from contracted commitments

• Serve as the customers thought partner enhancing their knowledge of Claude products by socializing Anthropics product roadmap driving awareness on new products and engaging Product PMs

• Document and quantify customer value realized through business outcomes ROI and impact metrics to build compelling internal business cases for continued and expanded investment

• Identify potential use cases and lines of business not currently onboarded partnering with customers and Sales to discover new applications for Claude across different departments teams and workflows

• 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

• Own the customer experience across their lifecycle managing comprehensive account and success plans grounded in the customers business objectives conducting Quarterly Business Reviews and serving as the primary conduit between the customer and Anthropic

• Develop scalable engagement strategies and playbooks for your DNB portfolio balancing high-touch strategic accounts with efficient coverage models to maximize impact across all customers

You may be a good fit if you have:

• 6 years of experience in Customer Success Technical Account Management or Solutions Engineering

• Experience working with technology companies SaaS platforms or digital-first businessesideally including high-growth and established tech companies

• 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

• Experience driving success across both consumption-based and seat-based business models with understanding of different expansion levers and success metrics for each

• 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 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

• A knack for bringing order to chaos and an enthusiastic roll up your sleeves mentalityyoure a true team player

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.

Your safety matters to us.To protect yourself from potential scams remember that Anthropic recruiters only contact you addresses. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money fees or banking information before your first day. If youre ever unsure about a communication dont click any linksvisit for confirmed position openings.

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