Head of Regulated Industries, Customer Success

EngineersOfAI; San Francisco, Northern (CA, KY); Hybrid; USD 230,000 - 320,000; Full time

Job summary

Anthropic is seeking a Head of Regulated Industries – Customer Success to lead and scale the Success teams serving Financial Services and Healthcare & Life Sciences clients. You will coach managers, hire and grow the team, and drive governance-driven success across our Claude Platform products.

Collaborate with Sales, Product, Security and Legal to ensure compliant, value-driven deployments. You’ll engage CIOs, CISOs and compliance leaders, guiding them through procurement, security reviews, and

Qualifications

• Experience leading a Customer Success organization
• Proven ability to operate in regulated industries (compliance, risk, procurement)
• Strong track record of coaching managers and ICs

Responsibilities

• Directly manage and develop a team of Customer Success Managers covering Regulated Industries accounts
• Own hiring plan for the team, onboarding and ramp design
• Coach the team on compliance, procurement, security and model risk reviews
• Drive core CS metrics: expansion, health, retention, CSAT
• Engage with CIOs, CISOs, CROs, and compliance leaders at executive level
• Develop and refine a governance-aware success methodology for regulated customers
• Collaborate with Sales, Product, Engineering, Security and Legal to represent customer needs
• Establish an AI-first, innovation-focused team culture
• Conduct regular 1:1s, performance reviews and career development
• Forecast portfolio planning, renewal risk, and consumption across the book
• Serve as escalation point for at-risk customers and complex situations
• Build scalable playbooks and reference architectures for regulated customers

Skills

Customer success leadership

Regulated environments

Executive stakeholder management

Strategic program management

Cross-functional collaboration

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

As Head of Regulated Industries – Customer Success at Anthropic, you'll lead the Success teams responsible for our most complex Financial Services (FSI) and Healthcare & Life Sciences (HCLS) customers. Think banks, insurers, asset and wealth managers and financial data providers; health systems, hospitals and payers; and pharmaceutical, biotech and life-sciences organizations. You'll directly coach and develop a team of Customer Success Managers who drive value across the full product portfolio (Claude Platform, Claude Code, Claude Cowork). These are organizations where deployment runs through compliance, procurement, security review, model risk and legal before it reaches an end user.

You’ll partner day to day with the Regulated Industries sales organization so that customers experience one Anthropic from first conversation to production. You'll turn what works at one regulated customer into a methodology that works at the next. That means success plans that anticipate the governance gates. Executive programs that reach the CIO, CISO, CRO and compliance leaders who decide whether Claude gets deployed. Expansion plays that survive long procurement cycles.

You’ll inherit a partially formed team, spanning individual contributors and managers. You'll hire and run the initial team yourself. As the book expands you'll continue to add managers underneath you and manage through them. We're looking for someone who has already led a success business in regulated environments and wants to build the operating model that lets it scale.

Responsibilities:

• Directly manage and develop a team of Customer Success Managers covering Financial Services and Healthcare & Life Sciences enterprise accounts — the Regulated Industries book — across all Anthropic products.

• Own the hiring plan for the team, including sourcing for regulated-industry experience, onboarding and ramp design; later, hire and develop team leads and shift to managing through them.

• Coach the team on success practice specific to regulated customers. That includes navigating compliance, procurement, security and model-risk reviews; building champions across business, technology and risk functions; change management under strict controls; and value realization across consumption and seat-based models.

• Drive team accountability to core CS metrics: expansion (consumption growth, adoption), customer health, retention (NRR) and customer satisfaction (CSAT).

• Join strategic customer engagements and escalations, with executive presence in front of CIOs, CISOs, chief risk and compliance officers, heads of business lines and board‑level sponsors.

• Build and refine the regulated‑industries success methodology. Success planning frameworks that map the governance path to consumption; QBR and executive‑briefing templates; security and compliance readiness playbooks; reference architectures and expansion playbooks that transfer from one regulated customer to the next.

• Partner closely with the Regulated Industries sales organization to align on account strategy, set clear ownership between AEs and CSMs, and manage handoffs so long deployment cycles don't stall between teams.

• Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direction.

• Establish an AI‑first, innovation‑focused team culture; improve team processes and deepen hands‑on product expertise.

• Conduct regular 1:1s, performance reviews and career development planning for direct reports.

• Own portfolio‑level planning and forecasting, including renewal‑risk mitigation and consumption development across the regulated book.

• Serve as the escalation point for at‑risk customers and complex situations in the team's portfolio.

• Devel