Customer Success Manager

About the Role

Join Anthropic's Customer Success team as one of the founding members of our Japan Customer Success team as we pioneer the future of enterprise AI adoption. As a Customer Success Manager at Anthropic, you'll be the strategic partner and trusted advisor to our most complex customers across Japan, helping them harness the full potential of all our Claude capabilities: API, Claude for Enterprise, and Claude Code.

You'll develop 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. You'll work closely with them to provide best practices and guidance, and support them as their usage (consumption and seat based) grows and evolves.

Your role focuses on helping customers scale their usage effectively, implement change management strategies, optimize use cases, 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. That makes you a key voice in shaping how we build and deliver ongoing value as a business.

As one of the founding members of our Customer Success team in Japan, you'll help shape how we build the function in-region. That includes establishing regional processes, developing new customer relationships, and representing Anthropic's brand in a high-growth market alongside a small, growing team. You'll operate with significant autonomy while maintaining strong alignment with global teams. This requires someone who thrives in ambiguous environments and can work effectively across time zones.

Key responsibilities

• Build trusting, strategic relationships with key Japanese 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 for Enterprise, and Claude Code, understanding the technical nuances and best practices for each to guide customers to the right solutions
• Leverage your deep knowledge of the customer and regional nuances to proactively drive usage planning, understanding current and future consumption and adoption and how it creates realized value for the customer
• Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across both our consumption-based and seat-based 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 of new products, and engaging Product PMs as the voice of Japanese customers
• 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 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: manage comprehensive account and success plans grounded in the customer's business objectives, conduct Quarterly Business Reviews, and serve as the primary conduit between the customer and Anthropic
• Build Anthropic's brand and customer relationships as part of our founding in-region CS team, developing Japan-specific processes, playbooks, and best practices where needed that account for regional business cultures

Minimum qualifications

• Experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, Solutions/Functional Consultant, Success Engineer or similar)
• 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
• Strong project management skills and ability to manage multiple customer relationships
• Passion for AI and interest in responsible development of advanced systems
• Fluency in English and Japanese

Preferred qualifications

• 6+ years of experience in relevant field
• Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each
• Strategic mindset to identify growth opportunities and translate them into actionable expansion plans
• Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs
• Experience working in and building a growing region, while navigating across time zones with US-based headquarters
• A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality. You are a true team player