Customer Success Manager

About Anthropic

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 one of the founding members of our Japan Customer Success team 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 Japan, 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.

In partnership with the broader account team, you will help customers identify the right Claude capabilities for their specific business objectives. You'll work closely with them to provide best practices and guidance, and support them as their usage (consumption and seat based) grows and evolves.

Your role focuses on helping customers scale their usage effectively, implement change management strategies, optimize use cases, and maximize the value of their investment through expanded use cases across their organization. The insights you gather from your customers will directly inform our research priorities, product development, and go-to-market strategies. That makes you a key voice in shaping how we build and deliver ongoing value as a business.

As one of the founding members of our Customer Success team in Japan, you'll help shape how we build the function in-region. That includes establishing regional processes, developing new customer relationships, and representing Anthropic's brand in a high-growth market alongside a small, growing team. You'll operate with significant autonomy while maintaining strong alignment with global teams. This requires someone who thrives in ambiguous environments and can work effectively across time zones.

Key responsibilities

Build trusting, strategic relationships with key Japanese 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 and 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 of new products, and engaging Product PMs as the voice of Japanese 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: manage comprehensive account and success plans grounded in the customer's business objectives, conduct Quarterly Business Reviews, and serve as the primary conduit between the customer and Anthropic

Build Anthropic's brand and customer relationships as part of our founding in-region CS team, developing Japan-specific processes, playbooks, and best practices where needed that account for regional business cultures

Minimum qualifications

Experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, Solutions/Functional Consultant, Success Engineer or similar)

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

Strong project management skills and ability to manage multiple customer relationships

Passion for AI and interest in responsible development of advanced systems

Fluency in English and Japanese

Preferred qualifications

6+ years of experience in relevant field

Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each

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

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

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

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. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. 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 w