Customer Success Manager, Top Accounts

United States Digital Space LLC; 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, serving as a strategic partner and trusted advisor across Claude capabilities like API, Claude Code, and Cowork.

You will engage with executives, translate multi‑faceted business objectives into actionable success plans, and guide adoption while aligning with ROI and growth goals for a high‑visibility account in the Tech segment.

Qualifications

• 8+ years of experience in Customer Success, TAM, or related roles.
• Experience with executive-level stakeholders in large tech companies.
• Technical fluency in AI/ML concepts and SDLC.
• Experience using AI tools and Claude Code is a plus.
• Proven ability to drive adoption, change management, and ROI.

Responsibilities

• Build strategic relationships with key decision makers in complex organizations.
• Become an expert across Claude API, Claude Code, and Cowork.
• Own the customer lifecycle with a structured operating model.
• Identify new use cases and expand Claude deployment across departments.
• Develop and execute change management strategies to drive adoption.
• Drive consumption planning and quantify business ROI.
• Prioritize across business units and create repeatable motions.

Skills

Customer Success

Executive engagement

AI/ML literacy

Claude Code

Change management

Adoption strategy

ROI modeling

Cross-functional leadership

Education

Bachelor’s degree

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 commitments, 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 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.

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.