Customer Success Manager (Commercial)

Anthropic; York and North Yorkshire; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Fertility benefits

Parental leave

Flexible PTO

Wellness stipend

Equity options

Relocation support

Commuter benefits

Education stipend

Home office stipend

Job summary

Anthropic is seeking a senior Customer Success professional to drive AI adoption across the Commercial segment. You will become a strategic advisor, understanding customers’ objectives and the technical needs to enable value realization with Claude, API, and related capabilities.

You will partner with the account team to identify the right Claude capabilities, monitor usage, and develop change-management strategies to scale adoption and ROI across both consumption-based and seat-based models.

Qualifications

• 4+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering.
• Strong business acumen and strategic thinking with the ability to translate customer needs into expansion opportunities.
• Technical fluency with AI concepts, API integrations, and software implementation patterns across diverse stakeholders.

Responsibilities

• Build and manage strategic customer success plans and Quarterly Business Reviews.
• Identify and pursue opportunities for expansion and optimal value realization.
• Partner with cross-functional teams to align on customer objectives and product roadmaps.
• Monitor usage patterns and drive adoption for both API-based and license-based products.
• Serve as a trusted advisor guiding customers toward the best Claude capabilities for their business.

Skills

Customer Success

Account Management

Technical Account Mgmt

AI interest

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Job description

• Join Anthropic’s Customer Success team in a high-impact role driving AI adoption across our Commercial segment. As one of the first CSMs for our Commercial segment, you’ll be a thought partner both for our customers and for your cross-functional partners, helping define how Customer Success can play the most meaningful role in helping our customers harness the full potential of our products, move toward the frontier, and ultimately realize value
• You’ll work with organizations that move fast and push the boundaries of what’s possible with AI, helping them harness the full potential of all of our Claude capabilities: from Claude Code and Cowork to the API. Drawing on both your business acumen and technical expertise, you’ll gain a deep understanding of customers’ business objectives, strategic direction, AI vision, and technical needs to serve as a strategic advisor throughout their journey
• In partnership with the broader account team, you will help customers identify the right Claude capabilities for their specific business objectives, providing best practices and guidance while supporting your customers as their usage grows and evolves
• Your role focuses on helping customers both scale and optimize their usage, implement change management strategies, and maximize the value of their investment through expanded use cases and value realization measurements. The insights you gather from your customers will directly inform our product development and go-to-market strategies — making you a key voice in shaping how we build and deliver ongoing value as a Commercial segment and broader business
• Build trusting, strategic relationships with key 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 Code and Claude for Enterprise, understanding the technical nuances and best practices for each to guide customers to the right solutions
• Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) products, developing activation plans for newly sold use cases, and mapping out future consumption / adoption opportunities to drive full value from contracted commitments
• Serve as the customer’s thought partner, enhancing their knowledge of Claude products and advancing their journey toward the frontier 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, including Champion Program development, Train the Trainer programs, Center of Excellence development, and overall organizational enablement
• 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 to discover new applications for Claude across different departments, teams, and workflows
• Own the customer experience across their lifecycle — managing comprehensive account and success plans grounded in the customer’s business objectives, conducting Quarterly Business Reviews, and serving as the primary conduit between the customer and Anthropic
• Develop scalable engagement strategies and playbooks to optimize efforts across your portfolio and help fellow CSM’s scale their impact

Benefits

• Comprehensive health, dental, and vision insurance for you and your dependents
• Inclusive fertility benefits via Carrot Fertility
• 22 weeks of paid parental leave
• Flexible paid time off and absence policies
• Mental health support for you and your dependents
• Competitive salary and equity packages
• Optional equity donation matching at a 1:1 ratio, up to 25% of your equity grant
• Retirement plans with competitive matching
• Life and income protection plans
• $500/month flexible wellness and time saver stipend
• Commuter benefits
• Annual education stipend
• Home office stipends
• Relocation support for those moving for Anthropic
• Daily meals and snacks in the office

Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needsProven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomesExperience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each4+ years of experience in Customer Success, Technical Account Management, or Solutions EngineeringPassion for AI and interest in responsible development of advanced systemsStrategic mindset to identify growth opportunities and translate them into actionable expansion plansA knack for bringing order to chaos and an enthusiastic “roll up your sleeves” mentality—you’re a true team playerTechnical 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 usersMinimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience