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 en …