Customer Success Manager, Commercial

Join Anthropic's Customer Success team in a high-impact role driving AI adoption across our Commercial segment. As one of the first CSMs for our Commercial segment, you’ll be a thought partner both for our customers and for your cross-functional partners, helping define how Customer Success can play the most meaningful role in helping our customers harness the full potential of our products, move toward the frontier, and ultimately realize value. 

You'll work with organizations that move fast and push the boundaries of what's possible with AI, helping them harness the full potential of all of our Claude capabilities: from Claude Code and Cowork to the API. Drawing on both your business acumen and technical expertise, you’ll gain a deep understanding of customers’ business objectives, strategic direction, AI vision, and technical needs   to serve as a strategic advisor throughout their journey. 

In partnership with the broader account team, you will help customers identify the right Claude capabilities for their specific business objectives, providing best practices and guidance while supporting your customers as their usage grows and evolves.

Your role focuses on helping customers both scale and optimize their usage, implement change management strategies, and maximize the value of their investment through expanded use cases and value realization measurements.  The insights you gather from your customers will directly inform our product development and go-to-market strategies — making you a key voice in shaping how we build and deliver ongoing value as a Commercial segment and broader business.

Responsibilities:

• Build trusting, strategic relationships with key customer decision makers to understand their business and objectives, identifying opportunities for optimization and expansion

• Become an expert in Anthropic's products across API, Claude Code and Claude for Enterprise, understanding the technical nuances and best practices for each to guide customers to the right solutions

• Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) products, developing activation plans for newly sold use cases, and mapping out future consumption / adoption opportunities to drive full value from contracted commitments

• Serve as the customer’s thought partner, enhancing their knowledge of Claude products and advancing their journey toward the frontier by socializing Anthropic’s product roadmap, driving awareness on new products, and engaging Product PMs

• Develop and execute change management strategies to drive end-user adoption, including Champion Program development, Train the Trainer programs, Center of Excellence development, and overall organizational enablement

• Document and quantify customer value realized through business outcomes, ROI, and impact metrics to build compelling internal business cases for continued and expanded investment

• Identify potential use cases and lines of business not currently onboarded, partnering with customers and Sales to discover new applications for Claude across different departments, teams, and workflows

• Own the customer experience across their lifecycle — managing comprehensive account and success plans grounded in the customer's business objectives, conducting Quarterly Business Reviews, and serving as the primary conduit between the customer and Anthropic

• Develop scalable engagement strategies and playbooks to optimize efforts across your portfolio and help fellow CSM’s scale their impact

You may be a good fit if you have:

• 4+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering

• Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a set of diverse stakeholders — from developers and product managers to executives and end users

• Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each

• Strategic mindset to identify growth opportunities and translate them into actionable expansion plans

• Proven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes

• Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs

• Passion for AI and interest in responsible development of advanced systems

• A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality—you're a true team player