Customer Success Manager, Commercial

Getchangesignal; New York (NY); Hybrid; USD 200.000 - 265.000; Vollzeit

Benefits dieser Stelle

Equity donation matching

Generous vacation

Parental leave

Flexible working hours

Office space in San Francisco

Zusammenfassung

Anthropic Limited is seeking a Senior Customer Success Manager to drive AI adoption across the Commercial segment.

You will partner with customers and cross-functional teams to ensure value realization from Claude capabilities, including API, Claude Code, and Claude for Enterprise.

Qualifikationen

• 4+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering.
• Technical fluency with AI/ML concepts, API integrations, and software implementation patterns.
• Experience with consumption-based and seat-based business models and expansion metrics.

Aufgaben

• Build strategic relationships with customer decision makers to understand business objectives and identify optimization opportunities.
• Become an expert in Anthropic's Claude products across API, Claude Code, and Claude for Enterprise to guide customers to best solutions.
• Monitor usage to identify optimization opportunities and drive adoption across API and Claude products.
• Act as a thought partner to socialize product roadmap and drive awareness of new products.
• Develop and execute change management strategies to drive end-user adoption and enablement.
• Document and quantify customer value through ROI and impact metrics to support continued investment.
• Own the customer lifecycle with comprehensive success plans and Quarterly Business Reviews.

Kenntnisse

Customer Success

Technical Account Management

Solutions Engineering

AI/ML concepts

API integrations

Cross-functional collaboration

Strategic advisory

Ausbildung

Bachelor's degree

Tools

Claude API

Claude Code

Claude for Enterprise

Jobbeschreibung

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.

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.

Responsibilities:

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

You may be a good fit if you have:

4+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering

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

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

Proven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes

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

A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality—you're a true team player

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

$200,000 - $265,000 USD

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you [e-mail] addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.

How we're different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long‑term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Anthropic’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

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An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.