Head of Customer Success, APAC en Anthropic

Híbrido - Sydney, Australia

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Head of Customer Success, APAC at Anthropic is a foundational leadership role responsible for building and leading a multi-market Customer Success organization across Asia Pacific. The position involves defining and executing the region’s CS strategy, owning business outcomes such as customer health, retention and expansion, hiring and coaching managers, partnering with global teams, establishing scalable processes, and representing the company with senior stakeholders across APAC. The role also focuses on responsible AI deployment and shaping the global CS strategy with an APAC perspective.

Requirements

Skills

  • 15+ years of experience in management consulting, technology consulting, professional services or customer-facing advisory roles, with a track record of advising senior client executives on complex transformation programmes.
  • Experience building and leading multi-market Customer Success or Technical Success organisations, including managing managers.
  • Track record of scaling CS teams across APAC at enterprise software, SaaS or AI/ML companies.
  • Demonstrated ability to balance global alignment with regional localisation across multiple APAC markets and cultures.
  • Strong people leadership: a clear philosophy on hiring, coaching and developing managers and senior ICs.
  • Experience owning enterprise customer relationships and driving measurable business outcomes (retention, expansion, adoption) in APAC markets.
  • Strong executive presence and the ability to represent a company credibly with C-suite stakeholders across APAC.
  • Excellent cross-functional partnership skills, particularly working across time zones with global leadership teams.
  • Experience leading Customer Success across APAC.
  • Working fluency in an APAC language (for example Japanese, Korean or an ASEAN language) or a strong record of leading teams that operate in those languages.
  • Experience standing up a CS function in a new APAC market from the ground up.
  • Background in API products, developer platforms or consumption-based business models.
  • Familiarity with AI/ML technologies and the ability to explain complex technical concepts to business audiences.
  • Experience working with APAC hyperscaler, channel and SI partners on joint customer delivery.
  • Track record of influencing global product roadmaps through structured customer feedback from APAC markets.
  • Passion for responsible AI development and deployment.
  • Bachelor’s degree or an equivalent combination of education, training, and/or experience.
  • Field relevant to the role as demonstrated through coursework, training, or professional experience.

Responsibilities

  • Build and lead a multi-layered Customer Success organization across APAC, managing managers and scaling the team responsibly as our APAC business grows.
  • Define and execute the APAC CS strategy in close partnership with global CS leadership, aligning with the global agenda while localizing approach, motion and programs for APAC market dynamics.
  • Own CS business outcomes including customer health, retention, expansion and satisfaction across APAC accounts.
  • Hire, develop and coach a high-performing team of CS managers and individual contributors, building a culture that reflects Anthropic's values across Asia's diverse geographies, languages and working cultures.
  • Partner with global CS, Sales, Product and Engineering teams so the voice of APAC customers reaches decision-making forums.
  • Establish scalable processes, playbooks and operating cadences that work across APAC time zones (India to Japan, Korea and ANZ) and overlap responsibly with global teams.
  • Represent Anthropic with senior customer stakeholders across APAC, leading executive engagements, QBRs and strategic account conversations with enterprises, digital natives, startups and public sector bodies.
  • Build strong working relationships with APAC channel and cloud partners, and with systems integrators and consulting firms that shape enterprise AI adoption in the region.
  • Contribute to global CS strategy as a senior leader, bringing an APAC perspective to team planning, segmentation and prioritization.
  • Help shape how we deploy AI responsibly with customers across APAC's varied regulatory environments, including data residency, privacy and sector rules in markets such as India, Japan, Korea, Singapore and Australia.

Technologies

AI/ML technologiesClaudeAPI productsdeveloper platformsconsumption-based business models

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