Anthropic· Sales· New York City, NY; San Francisco, CA; Seattle, WA
Customer Success Manager, Strategics
Classified Tasks (24)
Automate 4%Augment 75%Human-Only 21%
Automate (1)
Fully handled by AI agents
9 Monitor usage patterns across consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) products
analytical
Augment (18)
AI assists, human decides
2 Understand customer business and objectives
analytical
3 Identify opportunities for optimization and expansion within customer organizations
analytical
5 Become an expert in Anthropic's products (API, Claude Code, Claude for Enterprise) and their technical nuances and best practices
technical
6 Guide customers to the right Claude solutions for their specific business objectives
technical
7 Leverage knowledge of the customer and Digital Native Businesses to drive proactive usage planning
operational
8 Understand current and future consumption and adoption and how it creates realized value for the customer
analytical
10 Identify optimization opportunities based on usage patterns
analytical
11 Proactively address underutilization across both consumption-based and seat-based products to drive full value from contracted commitments
operational
12 Provide best practices and guidance to customers as their usage grows and evolves
communication
13 Support customers through usage growth, consumption changes, and seat-based adoption
operational
15 Engage Product PMs to align on customer needs and product direction
communication
16 Document and quantify customer value realized through business outcomes, ROI, and impact metrics
analytical
17 Build compelling internal business cases for continued and expanded customer investment
analytical
18 Identify potential use cases and lines of business not currently onboarded
creative
19 Partner with customers, Sales, and Product to discover new applications for Claude across departments, teams, and workflows
operational
21 Help customers scale their usage effectively and expand use cases across their organization
operational
22 Drive model and use case optimizations to improve performance and outcomes
technical
23 Gather customer insights and synthesize them to inform research priorities, product development, and go-to-market strategies
analytical
Human-Only (5)
Requires human judgment
1 Build trusting, strategic relationships with key customer decision makers in complex, matrixed organizations
leadership
4 Act as a strategic partner and trusted advisor to help customers harness Claude API, Claude for Enterprise, and Claude Code
leadership
14 Serve as the customer’s thought partner by socializing Anthropic’s product roadmap and driving awareness of new products
leadership
20 Develop and execute change management strategies to drive end-user adoption and maximize value within customer organizations
leadership
24 Collaborate with the broader account team to align strategy and execution for the customer account
communication
Job description
About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role Join Anthropic's Customer Success team in a high-visibility & high-impact role driving AI adoption across our strategic Digital Native Business (DNB) accounts. As our dedicated Enterprise Customer Success Manager for a global technology leader with 100k employees' you’ll be their strategic partner and trusted advisor helping them harness the full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code. You'll work with a global technology leader with 100k employees’ to actively deploy 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 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 (consumption & seat based) 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 Become an expert in Anthropic's products across API, Claude Code and Claude for Enterprise, understanding the technical nuances and best practices for each to guide customers to the right solutions Leverage your deep knowledge of the customer and other Digital Native Businesses to proactively drive usage planning, understanding current and future consumption/ adoption and how it creates realized value for the customer Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) 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 on new products and engaging Product PMs 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 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 organiza