Strategic Customer Success Manager partnering with universities to maximize Claude AI adoption across API, Enterprise, and Code products. Drives usage, change management, and impact in teaching, research, and administration for higher education institutions. Requires 5+ years in edtech SaaS and technical fluency.
Build and maintain strategic relationships with key university decision-makers while serving as the primary point of contact between universities and Anthropic, navigating complex academic stakeholder ecosystems including faculty, administrators, IT departments, and procurement offices.
Become an expert in Anthropic's products across API, Claude for Enterprise, and Claude Code, understanding the technical nuances and best practices for each to guide customers to the right solutions.
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 workflows.
Develop and execute change management strategies appropriate for universities, driving adoption through Train the Trainer programs, Center of Excellence development, and organizational enablement that respects education institutions constraints and decision-making processes.
Create and maintain enablement resources —identifying opportunities to develop scalable assets that drive efficiency across the partner portfolio.
Serve as the customer’s thought partner, enhancing their knowledge of Claude products by socializing Anthropic’s product roadmap, driving awareness on new products and engaging Product PMs.
Identify and create opportunities for thought leadership and community activation, developing 1:many engagement programs such as webinars, cohort-based learning, and peer networking that extend impact beyond individual partner relationships.
Design initiatives that showcase impactful use cases for teaching, learning and research, and helping them embed and deploy AI while uncovering its full range of capabilities in teaching, research, and administration.
5+ years of experience in higher education technology, preferably in SaaS or emerging technologies, with a strong background in Customer Success.
Demonstrated ability to navigate academic bureaucracies and build consensus among diverse stakeholders including faculty, administrators, and IT departments.
Deep understanding of higher education buying cycles, decision-making processes, and key pain points, with a track record of driving adoption across academic institutions.
Excellent communication skills with the ability to translate technical concepts for various audiences, from faculty and researchers to senior administration.
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.
Strategic mindset to identify growth opportunities and translate them into actionable expansion plans.
Strong cross-functional collaboration skills with ability to advocate effectively for customer needs.
Passion for both AI and social impact work, with strong interest in ensuring frontier AI systems are developed safely, ethically, and deployed to benefit society.
A knack for bringing order to chaos and an enthusiastic “roll up your sleeves'' mentality. You are a true team player.
Annual OTE: $200,000 - $260,000 USD (includes base salary and sales commissions/bonuses).
Strategic partner and trusted advisor to government customers, driving AI adoption of Claude products across federal, state, and national security agencies. Requires 5+ years customer-facing experience with public sector expertise and technical fluency in AI/ML.
Scaled Customer Success Manager owning a portfolio of nonprofit and mission-driven organizations adopting Claude AI. Designs one-to-many enablement programs, provides technical guidance on AI roadmaps, and builds scalable engagement frameworks for impact-driven adoption.
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Experienced lawyers (JD + 5+ years) partner with CSMs and AEs to drive Harvey AI adoption at law firms and in-house legal teams through training, workshops, and strategic guidance.