Partner Success Manager

Anthropic•San Francisco, CA

22h•Hybrid

About The Position

Anthropic's mission is to create reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society. The Partner Success team focuses on building strong practices with consulting and systems integration firms to deliver exceptional Claude experiences to customers. This role involves managing a portfolio of partners, acting as the primary Anthropic point of contact post-deal closure, and driving partner success through joint planning, business reviews, co-investment decisions, and issue resolution. As one of the first hires on this new team, the Partner Success Manager will play a key role in shaping the operating model and playbooks for partner success in the rapidly evolving frontier AI space. The role requires inventing and executing strategies as the market develops, with the goal of establishing best practices for the entire team.

Requirements

Experience in a partner success, customer success, or technical account management role at a software company, cloud platform, or partner-led business.
Proven track record of managing an individual book of partners or customers end-to-end, with accountability tied to adoption, retention, or expansion metrics rather than contract signature.
Deep understanding of customer success in a usage-based business, with experience tied to customer behavior metrics.
Commercial fluency with co-investment funding or equivalent program budgets, with the ability to assess if a partner request is buying an outcome or buying hours.
Sufficient technical fluency to be credible in architecture reviews, able to follow technical conversations and ask relevant follow-up questions.
Active use of Claude or another large language model in daily work for tasks such as preparing for partner reviews, drafting account plans, analyzing pipeline, and coaching partners.

Nice To Haves

5–8 years of experience working with consulting and systems integration partners, or in a technical customer success role.
Direct experience with systems integrators (e.g., Accenture, Deloitte, Capgemini, Infosys, TCS, Wipro, or regional/boutique firms) and an understanding of how their delivery practices are built.
Depth in a specific industry vertical (financial services, healthcare, public sector, retail, or manufacturing) with experience managing partners or customers in that vertical.
Experience stewarding co-investment funding or market development funding against specific outcomes, with insights into effective strategies.
Experience on a new team where the operating model was being invented concurrently with managing the book of business.
Experience running productive quarterly business reviews with consulting firm practice leads.
Comfort sharing partner relationships with a separate alliances team that manages executive conversations, with the ability to collaborate effectively and frictionlessly.

Responsibilities

Own a portfolio of managed partners in North America, serving as the primary Anthropic point of contact post-activation and being accountable for the outcomes produced by the book of partners.
Manage the Partner Quarterly Business Review (QBR) cadence, conducting practice-level reviews with partner alliance and practice leads, and setting joint goals for customer adoption, certified architects, references, and industry positioning.
Drive adoption, retention, and expansion within the joint customer base by tracking account health, identifying and resolving stalls, and turning at-risk accounts around.
Oversee co-investment funding decisions for the assigned book of partners, evaluating requests against desired outcomes and reconciling against milestones.
Coach partners on vertical specialization, utilizing industry capability maps to guide partners in committing to specific industry lanes and developing expertise.
Implement scalable enablement programs to ensure partners' architects are trained on new Claude capabilities, their offerings reflect current product features, and new capabilities are integrated into customer work.
Conduct customer-facing engagement reviews for strategic customer accounts, including those with top partners, co-investment funding, or at-risk delivery quality/consumption.
Act as the primary point of contact for partner escalations, including commercial issues, scope disputes, deal-registration conflicts, capacity concerns, and customer dissatisfaction, brokering solutions with internal teams and ensuring resolution.
Collaborate with Partner Account Managers on strategic partners, Customer Success Managers on joint account health, and Anthropic's direct sales field on joint customer engagements.
Track key performance indicators such as consumption growth per partner, sourced and influenced pipeline, time-to-first-deal, certified architect counts, and partner health trajectory, providing feedback to improve team playbooks.