Head of Regulated Industries Customer Success

Anthropic; San Francisco, New York (CA, NY); Hybrid; USD 180,000 - 260,000; Full time

Job summary

Anthropic is hiring a Head of Regulated Industries - Customer Success in a hybrid setup in the San Francisco area. You will lead Customer Success Managers for Financial Services and Healthcare & Life Sciences, guiding governance, procurement, security, and model risk reviews across Claude Platform and other products.

You will build and scale a team, manage hiring, and drive outcomes through adoption, retention and expansion while partnering with sales, product, security and legal.

Qualifications

• 10+ years in customer success, account management or customer-facing roles with 5+ years of front-line management experience
• Direct experience leading a success business in regulated industries (financial services, healthcare or equivalent)
• Proven track record building and scaling SaaS/AI customer success teams across enterprise accounts
• Experience managing enterprise portfolios with multi‑million annual contracts and long deployment cycles
• Strong executive presence with cross-functional and risk/compliance stakeholders

Responsibilities

• Directly manage and develop a team of Customer Success Managers covering Regulated Industries accounts
• Own hiring and ramp plans for the team, including scaling and leadership development
• Coach teams on governance, compliance, security, procurement and model-risk reviews
• Drive core CS metrics: expansion, health, retention and CSAT
• Partner with sales, product, engineering, security and legal to align on strategy and customer needs
• Develop reference architectures, playbooks and templates for regulated customers
• Own portfolio planning, forecasting and renewal-risk mitigation
• Serve as escalation point for at‑risk customers and complex cases
• Champion responsible AI deployment practices with customers

Skills

Customer success leadership

Regulated industries experience

SaaS / AI/ML familiarity

Executive stakeholder management

Enterprise portfolio management

Education

Bachelor’s degree

Tools

CRM software

Security/compliance tooling

Job description

Anthropic is hiring a Head of Regulated Industries - Customer Success in a hybrid setup in the San Francisco area. You will lead Customer Success Managers for Financial Services and Healthcare & Life Sciences, guiding governance, procurement, security, and model risk reviews across Claude Platform and other products.

You will build and scale a team, manage hiring, and drive outcomes through adoption, retention and expansion while partnering with sales, product, security and legal.