Manager, Customer Success in London

About Anthropic's mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role: Join Anthropic's Customer Success team as an EMEA based Customer Success Manager as we pioneer the future of enterprise AI adoption. As a Customer Success Manager at Anthropic, you'll be the strategic partner and trusted advisor to our most complex customers across EMEA helping them harness the full potential of all our Claude capabilities – API, Claude for Enterprise, and Claude Code. You'll develop genuine partnerships with customers, gaining a deep understanding of their business objectives, strategic direction, AI vision, and technical needs. You'll draw on both your business acumen and technical expertise to serve as a strategic advisor throughout their journey with us.

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.

You May Be a Good Fit If You Have:

• 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.
• (Bonus) Fluency in French, German, Spanish or Italian.

Annual Salary: £125,000—£165,000 GBP

Logistics: Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience. Location‐based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices. Visa sponsorship: We do sponsor visas! However, we aren’t able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work.

Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.

How We're Different: We believe that the highest‐impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large‐scale research efforts. And we value impact — advancing our long‐term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest‐impact work at any given time. As such, we greatly value communication skills.

Come work with us! Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues.