Customer Success Manager, Top Accounts

Responsibilities

• Build trusting, strategic relationships with key customer decision-makers in complex, matrixed organizations; understand their business objectives and identify opportunities for optimization and expansion.
• Become an expert in Anthropic products across API, Claude Code, and Cowork, understanding technical nuances and best practices to guide customers toward the right solutions.
• Own customer operations across the lifecycle, maintaining structured account assessments covering customer readiness, operational health, strategic alignment, enablement strategy, and adoption intelligence. Use these assessments to inform account plans, success plans, and Quarterly Business Reviews.
• Identify use cases and lines of business that are not currently onboarded, partnering with customers and Sales/Product to discover new applications across departments, teams, and workflows.
• Develop and execute change-management strategies to drive end-user adoption and maximize value, including Train the Trainer programs, Center of Excellence development, and organizational enablement.
• Drive consumption planning and the value story behind it by developing credible ROI hypotheses and quantifying outcomes that support continued and expanded investment.
• Prioritize across multiple business units and workstreams, building programmatic, repeatable customer-success motions.

Requirements

• 8+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, and/or Strategy Consulting.
• Experience working with F10 companies at the executive level, ideally including established technology companies, and leading organization-wide change or adoption programs involving multiple functions and thousands of users.
• Technical fluency sufficient to understand and articulate AI/ML concepts, the software development lifecycle (SDLC), and implementation patterns for diverse stakeholders, from end users to executives.
• Experience building with AI and automating workflows with agents, skills, and tooling; experience with Claude Code is preferred.
• Proven track record of driving measurable outcomes inside a single, highly matrixed organization with many business units.
• Ability to ask customers for commitments, references, and access; push back on requests that are not leveraged; and treat customer asks as two-way exchanges.
• Strong cross-functional collaboration skills and the ability to represent customers proactively while rallying teams around solutions.
• Bachelor's degree or an equivalent combination of education, training, and experience.
• Relevant field of study demonstrated through coursework, training, or professional experience.

Compensation

• Annual compensation range: $200,000–$320,000 USD.
• The role follows a location-based hybrid policy, with staff expected to work from an office at least 25% of the time; some roles may require more office time.
• Visa sponsorship may be available depending on the role and candidate.