Enterprise Customer Success Manager (SaaS)

About the role

As an Enterprise Customer Success Manager, you will help Anthropic’s customers harness the transformative potential of LLMs to improve their products and services. Leveraging your passion for our technology, you will build trusted relationships with key customer contacts to ensure Anthropic solutions continue delivering value.

You’ll be responsible for driving consumption and net expansion within accounts through the rollout of new use cases and deepened relationships with your customers. You’ll work hand in hand with your Sales counterparts to identify expansion opportunities and ensure successful renewals. You will also inform Anthropic's product roadmap by conveying key customer insights to our product and engineering organization. To excel in this role, you need a customer-centric mindset that balances empathy, rigor, creativity, and strategic thinking.

Responsibilities:

• Becoming an expert in Anthropic's products, methodology, and prompting techniques
• Gaining a deep understanding of customers' business needs and strategically guiding them to solutions leveraging Anthropic's products
• Owning the customer experience across their lifecycle - managing account and success plans grounded in the customers’ business objectives, conducting Quarterly Business Reviews, identifying expansion opportunities, and serving as a conduit between the customer and Anthropic
• Acting as the voice of the customer by identifying patterns and feeding these insights into Anthropic's product organization
• Building trusting, strategic relationships with key customer decision makers and influencers
• Monitoring usage trends and proactively driving action accordingly

You may be a good fit if you:

• Have 8+ years in an Enterprise or Strategic Customer Success role where you consistently met or exceeded net expansion targets
• Possess technical acumen, confident explaining complex topics to customers in all roles and levels
• Have an ability to present and position complex products persuasively, especially when engaging with executives
• Have a knack for bringing order to chaos and an enthusiastic 'roll up your sleeves' mentality. You are a true team player
• Are a cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs
• Are a natural relationship-builder who brings structure and best practices to complex customer environments
• Have a strategic mindset with the ability to analyze customer needs and the market to capitalize on growth opportunities
• Have a passion for AI and interest in responsible development of advanced systems

Deadline to apply:None. Applications will be reviewed on a rolling basis.

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