Customer Success Manager

About the Role

Anthropic's core mission is to develop AI systems that are reliable, interpretable, and steerable, ensuring they are safe and beneficial for both individual users and society at large. As a Customer Success Manager based in EMEA, you will play a pivotal role in Anthropic's pioneering efforts to drive enterprise AI adoption. This position involves serving as a strategic partner and trusted advisor to Anthropic's most complex customers across the EMEA region. You will be instrumental in helping these clients fully leverage the capabilities of Anthropic's Claude products, including API, Claude for Enterprise, and Claude Code. Your role will involve developing strong, genuine partnerships with customers, understanding their business objectives, strategic direction, AI vision, and technical requirements. Leveraging a blend of business acumen and technical expertise, you will provide strategic guidance throughout their journey with Anthropic. In collaboration with the broader account team, you will assist customers in identifying suitable Claude capabilities for their specific business needs, offering best practices and support as their usage grows and evolves. As one of the initial CSMs in EMEA, you will contribute to building regional processes and establishing Anthropic's brand in a high-growth market, operating with significant autonomy while aligning with global teams.

Responsibilities

• Build trusting, strategic relationships with key EMEA 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 for Enterprise, and Claude Code, understanding the technical nuances and best practices for each to guide customers to the right solutions
• Leverage your deep knowledge of the customer and regional nuances 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 as the voice of EMEA customers
• 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 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 success plans grounded in the customer's business objectives, conducting Quarterly Business Reviews, and serving as the primary conduit between the customer and Anthropic
• Build Anthropic's brand and customer relationships as a member of the first in-region CS team, developing EMEA-specific processes, playbooks, and best practices where needed that account for regional business cultures

Requirements

• 6+ years of experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, Solutions/ Functional Consultant, Success Engineer or similar)
• Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each
• 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
• Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs
• Strong project management skills and ability to manage multiple customer relationships
• Passion for AI and interest in responsible development of advanced systems
• Experience working in and building a growing region, while navigating across time zones with US-based headquarters
• A knack for bringing order to chaos and an enthusiastic “roll up your sleeves'' mentality. You are a true team player
• Bachelor's degree in a related field or equivalent experience

Qualifications

Fluency in French, German, Spanish or Italian