Customer Success Manager, Top Accounts

Anthropic•San Francisco, NY

3d•Hybrid

About The Position

Join Anthropic's Customer Success team in a high-visibility & high-impact role driving AI adoption for one of our largest accounts in the Tech segment. As a dedicated Enterprise Customer Success Manager you’ll be their strategic partner and trusted advisor helping them harness the full potential of all our Claude capabilities - API, Claude Code, Cowork, and other surface areas. You'll work with a global technology leader to actively deploy and adopt 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 provide your customer best practices and guidance to getting the most impact with Claude in a safe, sustainable way while supporting them as their consumption 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 ROI of their investment. 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.

Requirements

8+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, and/or Strategy Consulting
Experience working with F10 companies at the exec level — ideally including established tech companies – you understand what it mans to lead organization-wide change or adoption programs (multiple functions, thousands of users) for a product that required C-suite sponsorship
Technical fluency with ability to understand and articulate AI/ML concepts, the software development lifecycle (SDLC), and implementation patterns across a set of diverse stakeholders—from end users to executives
Proven track record of driving measurable outcomes inside a single, highly matrixed organization with many business units.
You treat customer asks as two-way exchanges: comfortable asking for commitments, references, and access in return, and pushing back on requests that aren't leveraged.
Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs.

Nice To Haves

You build with AI daily, automating your own workflows with agents, skills, and tooling is second nature, preferred experience with Claude Code

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 Cowork, understanding the technical nuances and best practices for each to guide customers to the right solutions
Own the customer operations across their lifecycle, maintaining a structured operational assessment of the account (customer readiness, operational health, strategic alignment, enablement strategy, adoption intelligence) that grounds comprehensive account and success plans and Quarterly Business Reviews
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
Leverage your deep knowledge of the customer to proactively drive consumption planning and the value story behind it, developing credible ROI hypotheses, and quantifying outcomes that build the case for continued and expanded investment
Ruthlessly prioritize across the account's many business units and workstreams, building programmatic, repeatable motions