Customer Success Manager, Enterprise Tech

About the role

Join Anthropic's Customer Success team in a high-visibility & high-impact role driving AI adoption across a small number of enterprise accounts in our Enterprise Tech segment. As our dedicated Customer Success Manager for Enterprise Tech Customers you’ll be their 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 book of global technology leaders to actively deploy AI and 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 help customers identify the right Claude capabilities for their specific business objectives, working closely with them to provide best practices and guidance while supporting them as their usage 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 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 — making you a key voice in shaping how we build and deliver ongoing value as a business.

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

• Own customer operations across the lifecycle of each account, maintaining a structured operational assessment (customer readiness, operational health, strategic alignment, enablement strategy, adoption intelligence) that grounds comprehensive account and success plans and Executive Business Reviews

• 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

• Leverage your deep knowledge of each customer, and the patterns you see across your other Tech accounts, 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.

• Monitor usage patterns and identify optimization opportunities across Claude surface areas (API, Claude Code, Cowork) 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 on new products and engaging Product PMs

• 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

• Ruthlessly prioritize across the account's many business units and workstreams, building programmatic, repeatable motions

You may be a good fit if you have:

• 6+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or Strategy Consulting

• Experience working with F500 technology companies, SaaS platforms, or digital-first businesses at the exec level—ideally including high-growth and established tech companies.

• You understand what it means to lead organization-wide change or adoption programs (multiple functions, hundreds of users) for a product that requires C-suite sponsorship

• Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a set of diverse stakeholders—from developers and product managers to executives and end users

• Proven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes — you can run multiple enterprise motions in parallel without letting any account go quiet.

• Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs

• Passion for AI and interest in responsible development of advanced systems. You have built with Claude Code, automating your own workflows with agents, skills, and tooling.

• A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality