Customer Success Manager, Top Accounts

Anthropic; Boston, Washington (MA, District of Columbia); Hybrid; USD 200,000 - 320,000; Full time

Job summary

United States Digital Space LLC is seeking an Enterprise Customer Success Manager to drive AI adoption for a major account in the Tech segment. You will partner with the customer as a trusted advisor, guiding them through Claude capabilities—API, Claude Code, and Cowork—across their organization.

You’ll align business objectives with AI strategies, develop adoption plans, and shape ROI-focused outcomes. This role emphasizes scale, collaboration, and measurable impact across stakeholders.

Qualifications

• 8+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, and/or Strategy Consulting.
• Experience working with exec-level stakeholders in established tech companies – leading organization-wide adoption programs.
• Technical fluency with AI/ML concepts, the software development lifecycle (SDLC), and implementation patterns across diverse stakeholders.
• Proven ability to drive adoption and ROI, with experience using AI tools and workflows (e.g., Claude Code).

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 the company's products across API, Claude Code and Cowork, understanding the technical nuances and best practices for each to guide customers to the right solutions
• Own the customer operations across their lifecycle, maintaining a structured operational assessment of the account (customer readiness, operational health, strategic alignment, enablement strategy, adoption intelligence) that grounds comprehensive account and success plans and Quarterly Business Reviews
• 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
• Leverage your deep knowledge of the customer to proactively drive consumption planning and the value story behind it, developing credible ROI hypotheses, and quantifying outcomes that build the case for continued and expanded investment
• Ruthlessly prioritize across the account's many business units and workstreams, building programmatic, repeatable motions

Skills

8+ years experience in CustomerSuccess

Executive engagement

AI/ML concepts

SDLC understanding

Change management

ROI analysis

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

Claude Code

Claude API

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.

About the role

Join the company's Customer Success team in a high-visibility & high-impact role driving AI adoption for one of our largest accounts in the Tech segment. As a dedicated Enterprise Customer Success Manager you’ll be their strategic partner and trusted advisor helping them harness the full potential of all our Claude capabilities - API, Claude Code, Cowork, and other surface areas.

You’ll work with a global technology leader to actively deploy and adopt AI to reshape the technology landscape. You’ll be working with key partners who are moving fast and pushing the boundaries of what’s possible with LLM technology. Your role will entail developing genuine partnerships with the customer and key stakeholders, gaining a deep understanding of their multi-pronged 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 provide your customer best practices and guidance to getting the most impact with Claude in a safe, sustainable way while supporting them as their consumption 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 ROI of their investment. 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 in complex, matrixed organizations; understand their business and objectives and identify opportunities for optimization and expansion

• Become an expert in the company's products across API, Claude Code and Cowork, understanding the technical nuances and best practices for each to guide customers to the right solutions

• Own the customer operations across their lifecycle, maintaining a structured operational assessment of the account (customer readiness, operational health, strategic alignment, enablement strategy, adoption intelligence) that grounds comprehensive account and success plans and Quarterly Business Reviews

• 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

• Leverage your deep knowledge of the customer to proactively drive consumption planning and the value story behind it, developing credible ROI hypotheses, and quantifying outcomes that build the case for continued and expanded investment

• Ruthlessly prioritize across the account's many business units and workstreams, building programmatic, repeatable motions

You may be a good fit if you have

• 8+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, and/or Strategy Consulting

• Experience working with F10 companies at the exec level — ideally including established tech companies – you understand what it mans to lead organization-wide change or adoption programs (multiple functions, thousands of users) for a product that required C-suite sponsorship

• Technical fluency with ability to understand and articulate AI/ML concepts, the software development lifecycle (SDLC), and implementation patterns across a set of diverse stakeholders—from end users to executives

• You build with AI daily, automating your own workflows with agents, skills, and tooling is second nature, preferred experience with Claude Code

• Proven track record of driving measurable outcomes inside a single, highly matrixed organization with many business units. You treat customer asks as two-way exchanges: comfortable asking for commits, references, and access in return, and pushing back on requests that aren't leveraged.

• Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs.

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—$320,000 USD

LogisticsMinimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experienceRequired field of study:A field relevant to the role as demonstrated through coursework, training, or professional experienceMinimum years of experience: Years of experience required will correlate with the internal job level requirements for the positionLocation-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.

Your safety matters to us.

To protect yourself from potential scams, remember that the company recruiters only contact you from@the company.comemail addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of the company. Be cautious of emails from other domains. Legitimate the company 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