Anthropic· Sales· New York City, NY
Customer Success Manager, Industries
Classified Tasks (24)
Automate 0%Augment 71%Human-Only 29%
Augment (17)
AI assists, human decides
Partner with the broader account team to identify the right Claude capabilities for customers' specific business objectives
communication
Become an expert in Anthropic's products across API, Claude Code, and Claude for Enterprise, including technical nuances and best practices
technical
Provide customers with best practices and guidance for deploying and using Claude capabilities
technical
Help customers harness the full potential of Claude capabilities (API, Claude for Enterprise, and Claude Code)
technical
Drive usage planning by analyzing current and future consumption and adoption and mapping it to realized customer value
analytical
Monitor customer usage patterns and identify optimization opportunities to address underutilization across consumption- and seat-based products
analytical
Support customers as their usage (consumption and seat-based) grows and evolves
operational
Help customers scale their usage effectively
operational
Drive model and use-case optimizations for customer deployments
technical
Develop and execute Train-the-Trainer programs to accelerate internal adoption
operational
Implement organizational enablement initiatives to increase end-user adoption and proficiency
operational
Socialize Anthropic's product roadmap with customers and drive awareness of new products
communication
Engage Product Managers (PMs) with customers to align on product capabilities and feedback
communication
Document and quantify customer value through business outcomes, ROI, and impact metrics to build internal business cases for continued and expanded investment
analytical
Identify potential use cases and lines of business not currently onboarded and discover new applications for Claude across departments, teams, and workflows
creative
Partner with Sales and customers to uncover and onboard new applications and lines of business
communication
Gather customer insights and inform research priorities, product development, and go-to-market strategies
analytical
Human-Only (7)
Requires human judgment
Build trusting, strategic relationships with key customer decision makers to understand their business and objectives and identify opportunities for optimization and expansion
leadership
Develop genuine partnerships with customers to gain a deep understanding of their business objectives, strategic direction, AI vision, and technical needs
leadership
Serve as a strategic advisor to complex enterprise customers throughout their engagement, leveraging business acumen and technical expertise
leadership
Drive AI adoption across the Industry segment and within customer organizations
leadership
Implement change management strategies to drive end-user adoption and maximize value
leadership
Develop Centers of Excellence to institutionalize best practices and governance
leadership
Own the customer experience across the customer lifecycle
leadership
Job description
About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role Join Anthropic's Customer Success team in a high-impact role driving AI adoption across our Industry segment. As an Enterprise Customer Success Manager for Industries, you'll be the strategic partner and a trusted advisor to our most complex customers with a portfolio spanning Financial Services, Systems Integrators, Semiconductor, Manufacturing and Retail organizations—helping them harness the full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code. You'll work with organizations across diverse industries that are transforming their businesses with AI technology. Developing genuine partnerships with customers, gaining a deep understanding of their business objectives, strategic direction, AI vision, and technical needs. You'll draw on both your business acumen and technical expertise to serve as a strategic advisor throughout their journey with us. In partnership with the broader account team you will help customers identify the right Claude capabilities for their specific business objectives, working closely with them to provide best practices and guidance while supporting them as their usage (consumption & seat based) grows and evolves. Your role focuses on helping customers scale their usage effectively, drive model and use case optimizations, implement change management strategies, and maximize the value of their investment through expanded use cases across their organization. The insights you gather from your customers will directly inform our research priorities, product development, and go-to-market strategies — making you a key voice in shaping how we build and deliver ongoing value as a 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 Leverage your deep knowledge of the customer and their industry vertical to proactively drive usage planning, understanding current and future consumption/adoption and how it creates realized value for the customer Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) products to drive full value from contracted commitments 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 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 Develop and execute change management strategies to drive end-user adoption and maximize value within customer organizations, including Train the Trainer programs, Center of Excellence development, and organizational enablement Own the customer experience across their lifecycle — managing comprehensive account and suc