Head of Regulated Industries, Customer Success

Anthropic

New York (NY)

Hybrid

USD 200,000 - 340,000

Full time

11 days ago

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Job summary

Anthropic is seeking a Head of Regulated Industries - Customer Success to lead our Customer Success teams serving Financial Services and Healthcare & Life Sciences clients. You will coach and develop a team of CSMs, drive regulated-industry success practices, and partner with Sales, Product, and Security to scale deployment through governance gates and long procurement cycles.

You will oversee hiring, onboarding, and ramp plans, ensuring alignment with executive leaders and risk officers.

Qualifications

10+ years in customer success or related roles, with 5+ years managing others.
Direct experience leading success in regulated industries (FSI/HCLS) and cross-functional governance.
Proven SaaS/AI/ML customer success leadership with multi-million ARR portfolios.
Experience managing enterprise portfolios with large ACVs and longer deployment cycles.
Ability to drive adoption, expansion, and value realization across consumption models.

Responsibilities

Directly manage and develop a team of Customer Success Managers across regulated industries.
Own hiring plans for the team and scale through managers.
Coach teams on regulated-customer success practices including compliance and procurement reviews.
Drive core CS metrics: expansion, health, retention, and CSAT.
Join strategic engagements with executive presence for CIOs, CISOs, CROs, and other leaders.
Build and refine a regulated-industries success methodology and playbooks.
Collaborate with Regulated Industries sales to align on account strategy and handoffs.
Partner with Product, Engineering, Security, Legal, and Marketing to represent regulated customer needs.
Establish an AI-first, innovative team culture and sharpen processes.
Conduct regular 1:1s, performance reviews, and career development for reports.
Own portfolio-level planning, renewal risk mitigation, and consumption growth.
Serve as escalation point for at-risk customers and complex situations.
Develop advocacy assets and reference architectures for regulated customers.
Champion responsible AI deployment and Anthropic values.