Customer Success Manager, Commercial
About this role
Commercial organizations rapidly adopting generative AI often struggle to maximize the value of their investments and scale usage across diverse internal teams. Anthropic addresses this challenge by hiring a Customer Success Manager to guide commercial accounts through their adoption of Claude capabilities, including the API, Claude Code, and Claude for Enterprise.
As one of the initial customer success professionals focused on the commercial segment, this team member helps clients align technical implementation with strategic business objectives. Daily responsibilities include monitoring usage patterns, designing change management programs, and partnering with sales and product development to shape future offerings based on direct customer insights. Ideal candidates bring technical fluency, a strategic mindset, and a practical approach to helping fast-moving organizations harness reliable AI systems.
What you will do
- Build trusting, strategic relationships with key customer decision makers to understand their business objectives and identify opportunities for optimization and expansion.
- Become an expert in Anthropic's products across API, Claude Code and Claude for Enterprise to guide customers to the right technical solutions.
- Monitor usage patterns and identify optimization opportunities, addressing underutilization across both consumption-based and seat-based products.
- Serve as the customer's thought partner by socializing the product roadmap, driving product awareness, and engaging product managers.
- Develop and execute change management strategies to drive end-user adoption through champion programs, train-the-trainer initiatives, and centers of excellence.
- Document and quantify customer value realized through business outcomes, ROI, and impact metrics to build internal business cases for expanded investment.
- Own the customer lifecycle by managing comprehensive account plans, conducting quarterly business reviews, and acting as the primary conduit between the client and Anthropic.
What you need
- Four or more years of experience in customer success, technical account management, or solutions engineering.
- Technical fluency with the ability to understand and articulate AI and machine learning concepts, API integrations, and software implementation patterns.
- Experience driving success across both consumption-based and seat-based business models with an understanding of expansion levers and success metrics.
- Strategic mindset capable of identifying growth opportunities and translating them into actionable expansion plans.
- Proven track record of managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes.
- Cross-functional collaboration skills to represent the customer in a proactive manner and rally internal teams around solutions.
- Bachelor's degree or an equivalent combination of education, training, and experience in a relevant field.
Skills and tech stack
Questions candidates ask
What is the remote or in-office policy for this role?
Anthropic maintains a location-based hybrid policy. Staff are expected to be in one of the offices at least 25% of the time, though certain roles may require more in-office time.
What is the compensation range for this position?
The annual on-target earnings compensation range is $200,000 to $265,000 USD, which includes both sales commissions or bonuses and the annual base salary.
What products will I be supporting in the commercial segment?
You will help organizations harness the full potential of all Claude capabilities, ranging from Claude Code and Cowork to the API and Claude for Enterprise.