Head of International Customer 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.

As Head of Customer Success International at Anthropic youll build and lead our Customer Success function across EMEA and APAC scaling a team of managers and CSMs who help our most strategic international customers realize the full value of Claude. This is a foundational leadership role: youll establish how we run CS outside the US hire and develop a multi-region team of managers and partner closely with your US counterparts to deliver a globally consistent customer experience while thoughtfully localising where it matters.

Youll work hand-in-hand with our global GTM Product and Engineering leaders to shape our international CS strategy advocate for our customers priorities back into the business and ensure were driving adoption retention and growth across some of the most exciting markets in the world.

Key responsibilities

• Build and lead a multi-layered Customer Success organisation across EMEA and APAC managing managers and scaling the team responsibly as our international business grows
• Define and execute the international CS strategy in close partnership with global CS leadership aligning international efforts with the global agenda while localising approach motion and programmes where market dynamics require it
• Own international CS business outcomes including customer health retention expansion and satisfaction across EMEA and APAC accounts
• Hire develop and coach a high-performing team of CS managers and individual contributors building a culture that reflects Anthropics values across multiple geographies and cultures
• Partner with US-based and International CS Sales Product and Engineering counterparts to drive the international agenda ensuring customer voice from EMEA and APAC reaches decision-making forums
• Establish scalable processes playbooks and operating cadences that work across time zones and regional contexts
• Represent Anthropic with senior customer stakeholders across international markets leading executive engagements QBRs and strategic account conversations
• Contribute to global CS strategy as a senior leader on the function bringing international perspective to team planning segmentation and prioritisation
• Help shape how we deploy AI responsibly with customers across diverse regulatory and cultural environments

Minimum qualifications

• Experience building and leading multi-region Customer Success or Technical Success organisations including managing managers
• Track record of scaling CS teams across EMEA and/or APAC at enterprise software SaaS or AI/ML companies
• Demonstrated ability to balance global alignment with regional localisation across multiple markets and cultures
• Strong people leadership: a clear philosophy on hiring coaching and developing managers and senior ICs
• Experience owning enterprise customer relationships and driving measurable business outcomes (retention expansion adoption)
• Strong executive presence and the ability to represent a company credibly with C-suite stakeholders in multiple regions
• Excellent cross-functional partnership skills particularly working across time zones with US-based leadership

Preferred qualifications

• Experience leading Customer Success in both EMEA and APAC (rather than one or the other)
• Background in API products developer platforms or consumption-based business models
• Familiarity with AI/ML technologies and the ability to articulate complex technical concepts to business audiences
• Experience standing up a CS function in a new region from the ground up
• Track record of influencing global product roadmaps through structured customer feedback from international markets
• Passion for responsible AI development and deployment

Logistics

Minimum education: Bachelors 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 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 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 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