Customer Success Manager, Strategics

SupportFinity™; United States; On-site; USD 260,000 - 315,000; Full time

Benefits offered by this job

Generous vacation and parental leave

Flexible working hours

Competitive compensation

Job summary

SupportFinity™ is actively seeking an Enterprise Customer Success Manager to join their Customer Success team. In this pivotal role, you will work closely with clients in strategic accounts, helping them harness the potential of AI technology. Your mission will involve building strong relationships, understanding client needs, and ensuring they gain maximum value from our Claude capabilities.

The successful candidate will bring over 8 years of relevant experience, particularly with large tech firms, and possess a robust understanding of AI. This is a hybrid position, requiring some in-office attendance, and offers a competitive annual salary ranging from $260,000 to $315,000.

Qualifications

• 8+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering.
• Experience working with F10 and F500 technology companies.
• Deep understanding of the AI landscape and technology stack.

Responsibilities

• Build strategic relationships with key customer decision makers.
• Monitor usage patterns and identify optimization opportunities.
• Document and quantify customer value realized through business outcomes.

Skills

Customer Success

Technical Account Management

AI/ML Knowledge

API Integrations

Cross-functional Collaboration

Education

Bachelor's degree or equivalent experience

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-visibility, high-impact role driving AI adoption across our strategic Digital Native Business (DNB) accounts. As the Enterprise Customer Success Manager for a global technology leader with 100k employees, you will be their strategic partner and trusted advisor helping them harness the full potential of all our Claude capabilities – API, Claude for Enterprise, and Claude Code.

Your responsibilities include developing genuine partnerships with the customer and key stakeholders, understanding their multi-pronged business objectives, strategic direction, AI vision, and technical needs. You will help customers identify the right Claude capabilities for their specific business objectives, support them as their usage grows, and drive optimal value through expanded use cases across their organization.

Responsibilities

• Build trusting, strategic relationships with key customer decision makers in complex, matrixed organizations; understand their business and objectives and identify 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 other Digital Native Businesses 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/Product 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 customer that can be utilized across other high-touch strategic DNB accounts to maximize impact across all customers.

You May Be a Good Fit If You Have

• 8+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering.
• Experience working with both F10 and F500 technology companies, SaaS platforms, or digital-first businesses—ideally including high-growth and established tech companies.
• Deep understanding of the AI landscape, including direct experience working for or with large technology companies with investments/products at every layer of the AI tech stack.
• 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 and view yourself as the COO of your customer accounts.

Annual Salary

$260,000—$315,000 USD

Logistics

Education Requirements: We require at least a Bachelor's degree in a related field or equivalent experience.

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 sponsor visas. If we make you an offer, we will make every reasonable effort to secure the necessary visa.

Benefits

Competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a collaborative office space in San Francisco.