Customer Success Manager, Public Sector

Anthropic•Washington, DC

5d•Hybrid

About The Position

Join Anthropic's Customer Success team as we pioneer the future of AI adoption across government agencies. As a Customer Success Manager for the Public Sector, you'll be the strategic partner and trusted advisor to our most important government customers—helping them harness the full potential of Claude's capabilities across API, Claude for Enterprise, Claude Code, and our industry-aligned offering, Claude for Government (C4G). You'll develop genuine partnerships with leaders in federal civilian agencies, state and local governments, national security organizations, and their system integrators. Your deep understanding of their mission objectives, strategic direction, AI vision, and technical needs, will help these customers deliver mission impact. Drawing on both your public sector expertise and technical knowledge, you'll serve as a strategic advisor throughout their journey with us— helping them navigate unique government constraints including compliance and AI reporting requirements. Your role focuses on helping the public sector drive AI usage, implement change management strategies suited to mission-driven cultures, optimize use cases for maximum mission impact, and demonstrate value that supports continued investment and expansion. The insights you gather from these partnerships will directly inform our research priorities, product development, and public sector strategies—making you a key voice in shaping how we build and deliver AI systems that help governments serve their citizens more effectively.

Requirements

5+ years of experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, or similar), with strong preference for experience supporting government customers—including federal civilian, state/local, or national security organizations
Understanding of government procurement, compliance frameworks (FedRAMP, StateRAMP, IL5), and the unique constraints of public sector technology adoption
Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each
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—from developers to agency executives to Congressional staff
Strategic mindset to identify mission transformation opportunities and translate them into actionable expansion plans
Strong cross-functional collaboration skills with ability to advocate effectively for customer needs while navigating complex internal and external stakeholder dynamics
Passion for AI and interest in responsible development of advanced systems for public benefit
A knack for bringing order to chaos and an enthusiastic 'roll up your sleeves' mentality—you're a true team player
We require at least a Bachelor's degree in a related field or equivalent experience.

Nice To Haves

For National Security accounts: Active or ability to obtain TS/SCI clearance preferred

Responsibilities

Build trusting, strategic relationships with government stakeholders—from agency CIOs and ISSMs to mission operators—to understand their objectives and identify opportunities for optimization and expansion
Become an expert in Anthropic's products across API, Claude for Government, and Claude Code, understanding the technical nuances, compliance requirements (FedRAMP, IL5, HIPAA), and best practices for government deployment
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 mission workflows
Develop and execute change management strategies appropriate for government organizational cultures, driving adoption through Train the Trainer programs, Center of Excellence development, and enablement that respects government capacity constraints
Serve as the customer's thought partner, enhancing their knowledge of Claude products by socializing Anthropic's product roadmap, driving awareness on new features (MCP, Skills, data classification), and engaging Product PMs
Document and quantify value realized through mission impact outcomes, operational efficiency gains, and ROI metrics that resonate with government leadership and appropriators
Own the customer experience across their lifecycle—managing comprehensive account and success plans grounded in agency mission objectives, conducting Executive Business Reviews, and serving as the primary conduit between the customer and Anthropic
Partner with Applied AI team members embedded in accounts to identify hero workflows that demonstrate mission transformation (e.g., 'Claude processes benefits claims 10x faster’)