Customer Success Manager, Implementation Specialist

About the position

We are seeking a driven and technically savvy Customer Success Manager to join our growing team. In this role, you will be instrumental in driving the successful roll-out and early adoption of Claude for Enterprise among our customers. You will focus on customers' critical activation phase of adopting Claude, providing technical guidance, building strong customer relationships, and working closely with cross-functional teams to ensure smooth deployments.

Responsibilities

• Lead the end-to-end implementation process for Claude for Enterprise, from kick-off to successful deployment, all with the focus on time-to-value for our customers
• Explore the 'art of the possible' with customers through guidance on new functionalities and products, from newly launched web search to MCP to Claude Code
• Develop and execute change management strategies to drive user adoption and maximize the value of Claude for Enterprise within customer organizations
• Provide technical and product guidance, addressing customer questions and recommending best use cases
• Collaborate with customers to set impactful, measurable success metrics for their Claude for Enterprise implementation
• Manage project timelines, milestones, and stakeholder expectations throughout the deployment process
• Conduct group training sessions and co-run interactive enablement workshops with customers' L&D departments
• Monitor usage and share insights with customers to drive continuous improvement and adoption
• Serve as a liaison between Anthropic's product team and customers, capturing feedback and communicating product updates
• Collaborate with Sales and Marketing to ensure smooth handoffs and consistent, amplified customer experiences

Requirements

• Have 5+ years of experience in a customer-facing implementation or consulting role, preferably in B2B SaaS or enterprise software
• Possess strong project management skills with a track record of successfully managing complex, cross-functional projects
• Excel at communication and presentation, with the ability to engage stakeholders at all levels of an organization
• Are able to quickly learn and articulate complex product features and use cases
• Have experience with change management methodologies and best practices
• Are adaptable and possess a growth mindset, thriving in a fast-paced, evolving environment

Nice-to-haves

• Have experience with AI, machine learning, or natural language processing technologies
• Be familiar with enterprise IT environments and integration challenges
• Be proficient in data analysis and have experience with creating and interpreting adoption metrics
• Possess knowledge of cybersecurity and data privacy best practices

Benefits

• Visa sponsorship available
• Hybrid work policy requiring at least 25% in-office presence