Customer Success Manager, Southern Europe

Job Summary

Join Anthropic's Customer Success team as a Customer Success Manager based in the EMEA region, helping shape the future of enterprise AI adoption.

As a Customer Success Manager at Anthropic, you will be a 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.

Key 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.

Requirements:

• 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.
• Strong 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 plans.
• Collaborator polyvalent who represents the client with positivity and proactivity, mobilizing the entire team around solutions allowing to answer the needs of the client.
• Solid project management skills and ability to manage multiple customer relationships.
• Passion for AI and interest in the responsible development of advanced systems.

Nice to Have:

• Mastery of French, German, Spanish or Italian.