Customer Success Manager- Strategics

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 our strategic Digital Native Business (DNB) accounts. As our dedicated Enterprise Customer Success Manager for a global technology leader with 100k employees' you'll be their strategic partner and trusted advisor helping them harness the full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code.

You'll work with a global technology leader with 100k employees' to actively deploy AI to 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 (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 in complex, matrixed organizations; understand their business and objectives and identify opportunities for optimization and expansion

* Become an expert in Anthropic's 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 under utilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) products 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

* 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/Product 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 customer's 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 customer that can be utilized across other high-touch strategic DNB accounts to maximize impact across all customers

You may be a good fit if you have:

* 8+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering

* Experience working with both F10 and F500 technology companies, SaaS platforms, or digital-first businesses-ideally including high-growth and established tech companies

* Deep understanding of the AI landscape, including direct experience working for or with large technology companies with investments/products at every layer of the AI tech stack

* Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a set of diverse stakeholders-from developers and product managers to…