Customer Success Manager, Higher Education

Anthropic•San Francisco, CA

19h•Hybrid

About The Position

Join Anthropic as a Customer Success Manager supporting our Higher Education initiatives. In this role, you’ll apply customer success practices to higher education institutions. Anthropic’s Beneficial Deployments team is focused on building AI for good through partnerships with high-impact organizations across education, public health, life sciences, economic mobility, and more. As a dedicated Customer Success Manager, you’ll be the strategic partner and trusted advisor to universities - helping them harness Claude’s full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code to amplify their social impact. You'll develop genuine partnerships with education institutions gaining a deep understanding of their mission, strategic objectives, programmatic goals, and technical capacity. Drawing on your education expertise, business acumen, and technical knowledge, you'll serve as a strategic advisor throughout their journey—helping them identify the right Claude capabilities for their specific objectives while providing best practices tailored to the unique constraints of institutions and education organizations. You'll help universities scale their AI usage safely and effectively, implementing change management strategies and driving toward impact for students, faculty, and administrators.

Requirements

5+ years of experience in higher education technology, preferably in SaaS or emerging technologies, with a strong background in Customer Success
Demonstrated ability to navigate academic bureaucracies and build consensus among diverse stakeholders including faculty, administrators, and IT departments
Deep understanding of higher education buying cycles, decision-making processes, and key pain points, with a track record of driving adoption across academic institutions
Excellent communication skills with the ability to translate technical concepts for various audiences, from faculty and researchers to senior administration
Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns
Experience explaining and demonstrating technical products to various audiences
Strategic mindset to identify growth opportunities and translate them into actionable expansion plans
Strong cross-functional collaboration skills with ability to advocate effectively for customer needs
Passion for both AI and social impact work, with strong interest in ensuring frontier AI systems are developed safely, ethically, and deployed to benefit society
A knack for bringing order to chaos and an enthusiastic “roll up your sleeves'' mentality. You are a true team player

Responsibilities

Build and maintain strategic relationships with key university decision-makers while serving as the primary point of contact between universities and Anthropic, navigating complex academic stakeholder ecosystems including faculty, administrators, IT departments, and procurement offices.
Become an expert in Anthropic's products across API, Claude for Enterprise, and Claude Code, understanding the technical nuances and best practices for each to guide customers to the right solutions
Monitor usage patterns and proactively drive adoption—identifying optimization opportunities, addressing underutilization across consumption-based (API) and seat-based products, and discovering new applications for Claude across departments and workflows
Develop and execute change management strategies appropriate for universities, driving adoption through Train the Trainer programs, Center of Excellence development, and organizational enablement that respects education institutions constraints and decision-making processes
Create and maintain enablement resources —identifying opportunities to develop scalable assets that drive efficiency across the partner portfolio
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
Identify and create opportunities for thought leadership and community activation, developing 1:many engagement programs such as webinars, cohort-based learning, and peer networking that extend impact beyond individual partner relationships
Design initiatives that showcase impactful use cases for teaching, learning and research, and helping them embed and deploy AI while uncovering its full range of capabilities in teaching, research, and administration.