Head of Regulated Industries, Customer Success at Anthropic

On-site - San Francisco, CA, USA

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As Head of Regulated Industries – Customer Success at Anthropic, you will lead the Customer Success teams serving our most complex Financial Services (FSI) and Healthcare & Life Sciences (HCLS) customers. You will directly coach and develop a team of Customer Success Managers across all Anthropic products, build and refine regulated‑industry success methodologies, partner with sales and cross‑functional teams, and maintain executive presence with key stakeholders to drive value realization and expansion across consumption‑based and seat‑based models.

Requirements

Skills

  • 10+ years in customer success, account management or customer-facing roles, with 5+ years of front-line management experience; 2+ years of experience managing managers.
  • Direct experience driving a Success business with regulated customers — financial services, healthcare and life sciences, or comparable regulated sectors.
  • Proven track record of managing and building customer success teams in SaaS, API or AI/ML companies.
  • Experience managing enterprise portfolios, including accounts with $1M–$100M+ annual contract values and deployment cycles measured in quarters.
  • Demonstrated ability to drive outcomes in organizations with many decision-makers and no single owner, and to coach a team to do the same.
  • Strong understanding of both consumption-based and seat-based business models, with a record of driving adoption, expansion and value realization.
  • Experience developing repeatable frameworks, playbooks or enablement programs that other teams adopted independently.
  • Technical fluency to understand AI/ML products and the deployment, data and security considerations regulated customers raise.
  • Working knowledge of the regulatory and compliance frameworks these customers operate under e.g. HIPAA, FDA and healthcare data-security requirements.
  • Strong executive presence with both business and risk-side leaders.
  • Strong business acumen: articulating value, calculating ROI and driving customer business outcomes.
  • Ability to balance strategic thinking with tactical execution.

Responsibilities

  • Directly manage and develop a team of Customer Success Managers covering Financial Services and Healthcare & Life Sciences enterprise accounts across all Anthropic products.
  • Own the hiring plan for the team, including sourcing for regulated-industry experience, onboarding and ramp design; later, hire and develop team leads and shift to managing through them.
  • Coach the team on success practice specific to regulated customers. That includes navigating compliance, procurement, security and model-risk reviews; building champions across business, technology and risk functions; change management under strict controls; and value realization across consumption and seat-based models.
  • Drive team accountability to core CS metrics: expansion (consumption growth, adoption), customer health, retention (NRR) and customer satisfaction (CSAT).
  • Join strategic customer engagements and escalations, with executive presence in front of CIOs, CISOs, chief risk and compliance officers, heads of business lines and board-level sponsors.
  • Build and refine the regulated-industries success methodology. Success planning frameworks that map the governance path to consumption; QBR and executive-briefing templates; security and compliance readiness playbooks; reference architectures and expansion playbooks that transfer from one regulated customer to the next.
  • Partner closely with the Regulated Industries sales organization to align on account strategy, set clear ownership between AEs and CSMs, and manage handoffs so long deployment cycles don't stall between teams.
  • Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direction.
  • Establish an AI-first, innovation-focused team culture; improve team processes and deepen hands-on product expertise.
  • Conduct regular 1:1s, performance reviews and career development planning for direct reports.
  • Own portfolio-level planning and forecasting, including renewal-risk mitigation and consumption development across the regulated book.
  • Serve as the escalation point for at-risk customers and complex situations in the team's portfolio.
  • Develop advocacy assets for regulated customers: case studies, references and reference architectures that can be shared within compliance constraints.
  • Champion responsible AI deployment practices with customers and represent Anthropic's values in every customer interaction.

Technologies

Claude PlatformClaude CodeClaude CoworkAI/ML productsSaaS, API

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