Customer Success Manager, Digital Native Business

Customer Success Manager, Digital Native Business

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.

Join Anthropic's 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, you’ll be the strategic partner and a trusted advisor to our most complex customers with a portfolio of innovative, technology-forward companies—from high-growth to established tech leaders—helping them harness the full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code.

You’ll work with organizations that move fast and push the boundaries of what’s possible with LLM technology. Developing genuine partnerships with customers, gaining a deep understanding of their 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.

• 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 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 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 DNB portfolio, balancing high-touch strategic accounts with efficient coverage models to maximize impact across all…