Head of Customer Success, APAC

Anthropic; Sydney; Ibrido; AUD 150.000 - 210.000; Tempo pieno

Descrizione del lavoro

Anthropic is seeking a Head of Customer Success, APAC to build and lead a multi-market CS organization across Asia Pacific, including India, Japan, Korea, ASEAN, and ANZ. You will partner with global GTM, Product and Engineering to shape APAC CS strategy and drive adoption, retention and growth.

You will hire and develop managers, align regional programs with global CS, and manage executive engagements with diverse APAC customers across enterprises, startups and public sector bodies.

Competenze

• 15+ years of experience in management or technology consulting or customer-facing advisory roles.
• Experience building and leading multi-market CS or Technical Success teams.
• Track record scaling CS teams across APAC in enterprise software, SaaS or AI/ML.
• Ability to balance global alignment with regional APAC localization across markets.
• Strong leadership: hiring, coaching, and developing managers.
• Experience owning enterprise relationships and driving retention/expansion in APAC.
• Executive presence with C-suite stakeholders across APAC.
• Excellent cross-functional partnerships across time zones and with global teams.

Mansioni

• Build and lead a multi-layered CS organisation across APAC, managing managers and scaling the team.
• Define and execute the APAC CS strategy in partnership with global CS leadership, localising approach.
• Own CS outcomes including health, retention, expansion and satisfaction across APAC accounts.
• Hire and coach CS managers and ICs, fostering a culture aligned with Anthropic values.
• Partner with global CS, Sales, Product, and Engineering to ensure APAC customer voice informs decisions.
• Establish scalable processes, playbooks, and cadences across APAC time zones.
• Represent Anthropic with senior stakeholders in executive engagements and strategic accounts.
• Build relationships with APAC channel and cloud partners, SI and consulting firms.

Conoscenze

Leadership

APAC

Customer Success

Enterprise SaaS

Cross-functional collaboration

Executive presence

People development

Time-zone collaboration

Descrizione del lavoro

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

As Head of Customer Success, APAC at Anthropic, you will build and lead our Customer Success function across Asia Pacific. You will scale a team of managers and CSMs who help our most strategic APAC customers realize the full value of Claude. This is a foundational leadership role: you will establish how we run CS in the region, hire and develop a multi-market team of managers, and partner closely with your global counterparts to deliver a globally consistent customer experience while localising where it matters.

APAC is not one market. You will lead across India, Japan, Korea, ASEAN, and Australia and New Zealand (ANZ), each with its own buying culture, regulatory context, language needs and pace of AI adoption. You will work hand-in-hand with global GTM, Product and Engineering leaders to shape our APAC CS strategy, take APAC customer priorities back into the business, and drive adoption, retention and growth across some of the most exciting markets in the world.

Key responsibilities

• Build and lead a multi-layered Customer Success organisation across APAC, managing managers and scaling the team responsibly as our APAC business grows.
• Define and execute the APAC CS strategy in close partnership with global CS leadership, aligning with the global agenda while localising approach, motion and programmes for APAC market dynamics.
• Own CS business outcomes including customer health, retention, expansion and satisfaction across APAC accounts.
• Hire, develop and coach a high-performing team of CS managers and individual contributors, building a culture that reflects Anthropic's values across Asia's diverse geographies, languages and working cultures.
• Partner with global CS, Sales, Product and Engineering teams so the voice of APAC customers reaches decision-making forums.
• Establish scalable processes, playbooks and operating cadences that work across APAC time zones (India to Japan, Korea and ANZ) and overlap responsibly with global teams.
• Represent Anthropic with senior customer stakeholders across APAC, leading executive engagements, QBRs and strategic account conversations with enterprises, digital natives, startups and public sector bodies.
• Build strong working relationships with APAC channel and cloud partners, and with systems integrators and consulting firms that shape enterprise AI adoption in the region.
• Contribute to global CS strategy as a senior leader, bringing an APAC perspective to team planning, segmentation and prioritisation.
• Help shape how we deploy AI responsibly with customers across APAC's varied regulatory environments, including data residency, privacy and sector rules in markets such as India, Japan, Korea, Singapore and Australia.

Minimum qualifications

• 15+ years of experience in management consulting, technology consulting, professional services or customer-facing advisory roles, with a track record of advising senior client executives on complex transformation programmes.
• Experience building and leading multi-market Customer Success or Technical Success organisations, including managing managers
• Track record of scaling CS teams across APAC at enterprise software, SaaS or AI/ML companies
• Demonstrated ability to balance global alignment with regional localisation across multiple APAC markets and cultures.
• Strong people leadership: a clear philosophy on hiring, coaching and developing managers and senior ICs.
• Experience owning enterprise customer relationships and driving measurable business outcomes (retention, expansion, adoption) in APAC markets.
• Strong executive presence and the ability to represent a company credibly with C-suite stakeholders across APAC.
• Excellent cross-functional partnership skills, particularly working across time zones with global leadership teams.

Preferred qualifications

• Experience leading Customer Success across A