Customer Success Manager, GSI

Anthropic; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Anthropic is seeking an Enterprise Customer Success Manager to drive AI adoption across API, Claude for Enterprise, and Claude Code. You will build trusted partnerships with senior customers, understand objectives, and guide usage growth while aligning with product roadmaps.

You will collaborate with the account team to identify use cases, drive adoption strategies, measure outcomes, and expand contracts across organizations for sustained value.

Qualifications

• 6+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering.
• Experience working with enterprises in Systems Integrator industries.
• Technical fluency with AI/ML concepts, API integrations, and software implementation patterns.
• Experience driving success across consumption-based and seat-based business models.
• Strategic mindset to identify growth opportunities and translate them into expansion plans.
• Proven track record managing a portfolio of accounts and driving measurable outcomes.

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, guiding customers to the right solutions
• Leverage deep knowledge of the customer and their industry to drive usage planning and adoption
• Monitor usage patterns and identify optimization opportunities to maximize value from commitments
• Socialize Anthropic's product roadmap and engage Product PMs to align on customer needs
• Document and quantify customer value realized through ROI and impact metrics
• Identify potential use cases and onboard new departments with Sales to discover expansions
• Develop and execute change management strategies including Train the Trainer programs and COE development
• Own the customer experience across lifecycle with quarterly business reviews
• Develop scalable engagement playbooks for Industry portfolio to maximize impact

Skills

Customer Success

Account Management

Strategic mindset

Growth opportunities

Cross-functional collaboration

Relationship building

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-impact role driving AI adoption across our Industry segment. As an Enterprise Customer Success Manager, GSI, you'll be the strategic partner and a trusted advisor to our most complex customers with a portfolio spanning Systems Integrators-helping them harness the full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code.

You'll work with organizations transforming their businesses with AI technology. Developing genuine partnerships with customers, gaining a deep understanding of their 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 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
• Leverage your deep knowledge of the customer and their industry vertical 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 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 organizations, including Train the Trainer programs, Center of Excellence development, and organizational enablement
• 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 for your Industry portfolio, balancing high-touch strategic accounts with efficient coverage models to maximize impact across all customers

You may be a good fit if you have:

• 6+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering
• Experience working with enterprises in Systems Integrator industries
• 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