Customer Success Manager, Commercial

United States Digital Space LLC; San Francisco, New York (CA, NY); Hybrid; USD 200,000 - 265,000; Full time

Job summary

United States Digital Space LLC is seeking a senior Customer Success leader to drive AI adoption and maximize value for Commercial segment customers. You will build strategic relationships, guide customers through Claude capabilities, and optimize usage to realize measurable ROI.

You will partner with sales, product, and engineering to map opportunities, implement change management, and scale engagement across a growing portfolio of enterprises leveraging Claude capabilities.

Qualifications

• 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.
• Experience driving success across both consumption-based and seat-based business models.
• 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.
• Cross-functional collaborator who represents the customer in a positive, proactive manner.

Responsibilities

• Build trusting, strategic relationships with key customer decision makers to understand their business objectives and identify opportunities for optimization and expansion.
• Become an expert in Claude capabilities (API, Claude Code, Claude for Enterprise) to guide customers to right solutions.
• Monitor usage patterns and identify optimization opportunities to drive full value from contracted commitments.
• Act as a thought partner, sharing product roadmap updates and engaging Product PMs to align on customer needs.
• Develop and execute change management strategies to drive end-user adoption and enablement across organizations.
• Document and quantify customer value via ROI and impact metrics to build compelling business cases for continued investment.
• Identify new use cases and lines of business to onboard, partnering with Sales for expansion.
• Own the customer lifecycle—from account plans to Quarterly Business Reviews and ongoing value realization.
• Develop scalable engagement strategies and playbooks to scale impact across your portfolio.

Skills

Customer Success

Technical Fluency

AI/ML concepts

Account management

Cross-functional

Communication

Education

Bachelor’s degree

Tools

API Integrations

Job description

About the company

the company’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 the company'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 practice 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 the company'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 the company’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 the company
• 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.

Annual Salary:

$200,000—$265,000 USD

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 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.