Customer Success Manager, Public Sector

Key Responsibilities

• Build trusting, strategic relationships with government stakeholders—from agency CIOs and ISSMs to mission operators—to understand their objectives and identify opportunities for optimization and expansion
• Become an expert in Anthropic's products across API, Claude for Government, and Claude Code, understanding the technical nuances, compliance requirements (FedRAMP, IL5, HIPAA), and best practices for government deployment
• Monitor usage patterns and proactively drive adoption—identifying optimization opportunities, addressing underutilization across consumption-based (API) and seat-based products, and discovering new applications for Claude across departments and mission workflows
• Develop and execute change management strategies appropriate for government organizational cultures, driving adoption through Train the Trainer programs, Center of Excellence development, and enablement that respects government capacity constraints
• Serve as the customer's thought partner, enhancing their knowledge of Claude products by socializing Anthropic's product roadmap, driving awareness on new features (MCP, Skills, data classification), and engaging Product PMs
• Document and quantify value realized through mission impact outcomes, operational efficiency gains, and ROI metrics that resonate with government leadership and appropriators
• Own the customer experience across their lifecycle—managing comprehensive account and success plans grounded in agency mission objectives, conducting Executive Business Reviews, and serving as the primary conduit between the customer and Anthropic
• Partner with Applied AI team members embedded in accounts to identify hero workflows that demonstrate mission transformation

Requirements

• 5+ years of experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, or similar), with strong preference for experience supporting government customers—including federal civilian, state/local, or national security organizations
• Understanding of government procurement, compliance frameworks (FedRAMP, StateRAMP, IL5), and the unique constraints of public sector technology adoption
• Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each
• Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns
• Experience explaining and demonstrating technical products to various audiences—from developers to agency executives to Congressional staff
• Strategic mindset to identify mission transformation opportunities and translate them into actionable expansion plans
• Strong cross-functional collaboration skills with ability to advocate effectively for customer needs while navigating complex internal and external stakeholder dynamics
• Passion for AI and interest in responsible development of advanced systems for public benefit
• A knack for bringing order to chaos and an enthusiastic 'roll up your sleeves' mentality—you're a true team player
• For National Security accounts: Active or ability to obtain TS/SCI clearance preferred

Nice-to-Haves

• Bachelor's degree or equivalent combination of education, training, and/or experience in a relevant field

Compensation & Benefits

• Annual Salary: $200,000–$260,000 USD (OTE for sales roles)