Customer Success Manager at Anthropic

Hybrid - Singapore

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Join Anthropic's Customer Success team in Singapore as an early Customer Success Manager. You will partner with enterprise customers across ASEAN, driving adoption of Claude products, building relationships, and providing strategic guidance to help customers scale usage, optimize use cases, and maximize the value of their investment.

Requirements

Skills

  • 8+ years of experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, Solutions/Functional Consultant, Success Engineer or similar)
  • Mandarin language fluency
  • 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 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 a knack for bringing order to chaos, demonstrating an enthusiastic "roll up your sleeves" mentality and team player mindset
  • 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

Responsibilities

  • Build trusting, strategic relationships with 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 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 our consumption-based and seat-based 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 ASEAN and broader APAC 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 the early in-region CS presence, developing where needed, ASEAN-specific processes, playbooks, and best practices that account for regional business cultures

Technologies

Claude EnterpriseClaude CodeAPI

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