Description
Job Description
Join Anthropic's Customer Success team as a Customer Success Manager based in Munich, Germany, focusing on the DACH region. As a strategic partner to complex customers across EMEA, you'll help them harness the full potential of Anthropic's Claude capabilities, including API, Claude for Enterprise, and Claude Code.
You'll develop genuine partnerships with customers, understanding their business objectives, strategic direction, AI vision, and technical needs. Drawing on your business acumen and technical expertise, you'll serve as a strategic advisor throughout their journey with Anthropic.
In partnership with the broader account team, you'll help customers identify the right Claude capabilities for their business objectives, providing best practices and guidance while supporting their growth and evolution.
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 Anthropic's research priorities, product development, and go-to-market strategies, making you a key voice in shaping how the company builds and delivers ongoing value.
As one of the early CSMs in EMEA, you'll be a pioneer, helping to build regional processes, establishing new customer relationships, and representing Anthropic's brand in a high-growth market.
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, understanding technical nuances and best practices 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.
- Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across consumption-based and seat-based products.
- Serve as the customer's thought partner, enhancing their knowledge of Claude products and driving awareness of new products.
- Document and quantify customer value realized through business outcomes, ROI, and impact metrics.
- Identify potential use cases and lines of business not currently onboarded, partnering with customers to discover new applications for Claude.
- Develop and execute change management strategies to drive end-user adoption and maximize value within customer organizations.
- Own the customer experience across their lifecycle, managing comprehensive account and success plans.
Requirements:
- 6+ years of experience in customer-facing roles.
- Experience driving success across both consumption-based and seat-based business models.
- Technical fluency with the 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.
- 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, navigating across time zones.
Logistics
- Annual Salary: €150,000 - €190,000 EUR
- Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience.
- Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time.