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Anthropic is seeking an experienced Customer Success Manager to be the early Singapore-based CSM pioneer, serving as the strategic partner and trusted advisor to enterprise customers across ASEAN. You will develop genuine partnerships with complex customers, gaining deep understanding of their business objectives, AI vision, and technical needs. Drawing on both business acumen and technical expertise, you'll serve as a strategic advisor throughout their journey with Anthropic's Claude products (Claude Enterprise, Claude Code, and API).
Key responsibilities include: building trusting relationships with customer decision makers to identify optimization and expansion opportunities; becoming an expert in Anthropic's product suite and guiding customers to the right solutions; proactively driving usage planning and understanding consumption patterns to maximize value; monitoring usage and identifying optimization opportunities to drive full value from contracted commitments; serving as a thought partner to enhance customer knowledge of Claude products and socializing the product roadmap; documenting and quantifying customer value realized through business outcomes and ROI; identifying new use cases and lines of business not currently onboarded; developing and executing change management strategies including Train the Trainer programs and Center of Excellence development; owning the complete customer lifecycle including account planning, Quarterly Business Reviews, and serving as primary conduit between customer and Anthropic; and building Anthropic's brand as the early in-region CS presence by developing ASEAN-specific processes and best practices.
You'll operate with significant autonomy while maintaining strong alignment with global teams, working effectively across time zones. Your insights from customers will directly inform product development and go-to-market strategies, making you a key voice in shaping how Anthropic builds and delivers value.
Requirements:
- 8+ years of experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, Solutions/Functional Consultant, Success Engineer, or similar)
- Mandarin language fluency
- Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each
- Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns to various audiences
- Strategic mindset to identify growth opportunities and translate them into actionable expansion plans
- Cross-functional collaboration skills with ability to represent the customer in a positive, proactive manner
- Strong project management skills and "roll up your sleeves" mentality
- Passion for AI and interest in responsible development of advanced systems
- Experience working in and building a growing region while navigating across time zones with US-based headquarters
- Bachelor's degree or equivalent combination of education, training, and/or experience
- Field of study relevant to the role as demonstrated through coursework, training, or professional experience
