Customer Success Manager

Responsibilities

• Build trusting, strategic relationships with key Japanese customer decision-makers to understand their business objectives and identify optimization and expansion opportunities.
• Become an expert in Anthropic products across API, Claude for Enterprise, and Claude Code, guiding customers toward appropriate solutions and best practices.
• Drive usage planning across consumption-based and seat-based products, monitor usage patterns, and address underutilization.
• Serve as the customer’s thought partner by socializing the product roadmap, promoting new products, and representing Japanese customer needs to Product teams.
• Document and quantify customer value through business outcomes, ROI, and impact metrics.
• Identify new use cases and lines of business for Claude across departments, teams, and workflows.
• Develop and execute change-management strategies, including Train the Trainer programs, Centers of Excellence, and organizational enablement.
• Own the customer experience across the lifecycle through account and success plans, Quarterly Business Reviews, and primary customer communication.
• Build Japan-specific customer success processes, playbooks, and best practices while representing Anthropic in the region.

Requirements

• 6+ years of experience in customer-facing roles such as Customer Success, Consulting, Solutions Architecture, Solutions or Functional Consulting, or Success Engineering.
• Experience driving success across consumption-based and seat-based business models, including their expansion levers and success metrics.
• Technical fluency in AI/ML concepts, API integrations, and software implementation patterns.
• Experience explaining and demonstrating technical products to varied audiences.
• Strategic mindset with the ability to identify growth opportunities and create actionable expansion plans.
• Strong cross-functional collaboration and customer advocacy skills.
• Strong project management skills and ability to manage multiple customer relationships.
• Passion for AI and responsible development of advanced systems.
• Experience working in and building a growing region while collaborating across time zones with US-based headquarters.
• Fluency in English and Japanese.
• Bachelor’s degree or an equivalent combination of education, training, and experience; relevant coursework, training, or professional experience is required.

Benefits and Compensation

• Hybrid policy: Staff are currently expected to work from an office at least 25% of the time, although some roles may require more office time.
• Visa sponsorship may be available, subject to role and candidate eligibility.