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Salary: GBP 215,000 - 250,000 / annual
Anthropic is seeking a Partner Success Lead to own the delivery outcomes of customer engagements executed through consulting and systems integration partners across EMEA. This role bridges Anthropic's partner ecosystem and customer success, ensuring that partner-delivered Claude implementations complete on scope, drive customer adoption and usage growth, and establish strong repeat relationships.
You will manage a portfolio of 10–30 concurrent customer engagements across a set of managed partners. From the moment an engagement is matched to a partner, you own it to completion: tracking scope, timeline, blockers, and Claude usage trends. You will run weekly delivery reviews, diagnose and unblock stalled or at-risk engagements, and escalate issues to the appropriate internal teams (partner capacity, scope creep, customer readiness, product questions, deal conflicts, partner performance).
Key responsibilities include:
- Own every customer engagement in your book from partner match to completed outcome, tracking state weekly: scope, timeline, blockers, and customer Claude usage trends.
- Run weekly delivery reviews and bring stalled or at-risk engagements to at-risk account reviews with diagnosis, owner, and specific asks.
- Unblock delivery issues across partner capacity, scope creep, customer readiness, product questions, deal-registration conflicts, and customer dissatisfaction.
- Track delivery quality and consumption metrics: on-time completion, time from match to completion, delivered consumption, weekly active use, and at-risk account trends.
- Build senior relationships with managed partners' practice and delivery leadership; establish executive-level trust to request restaffing, escalation, or investment when needed.
- Build each partner's Claude practice: certified bench depth, repeatable offerings in chosen industry lanes, and published customer stories from completed engagements.
- Convert proven moves into reusable methodology: engagement review packs, unblocking plays, practice-building guides shared across partners and Anthropic teams.
- Run quarterly practice reviews with each managed partner's alliance and delivery leads, setting joint goals on completed engagements, adoption, certified practitioners, references, and industry positioning.
- Present and persuade across audiences: partner executive briefings, practitioner enablement sessions, and internal reviews with equal command.
- Steward partner funding requests, recommending co-investment and program funding against stated outcomes and reconciling against milestones.
- Coordinate handoffs cleanly from Partner Sales, Partner Delivery, Partner Account Managers, Customer Success Managers, and direct sales field on joint accounts.
- Instrument your book with key metrics: engagements in flight and completed, stall rate and days to unblock, delivered consumption per partner, certified practitioner counts, and partner health trajectory.
- Run your book Claude-first: use telemetry to draft diagnoses, Claude to draft review packs and escalation briefs, and feed field observations back into packages, playbooks, and health rubrics.
Requirements:
- Experience owning a high-volume book of 10–30 concurrent customer engagements, projects, or accounts to completed outcomes in partner success, customer success, delivery management, or technical account management roles.
- Demonstrated ability to build structure, clarity, and programmatic motions out of in-flight work while delivering engagement by engagement. You have written review formats, checklists, or plays that others ran independently; scaling this into operating playbooks is the senior end of this role.
- Track record tied to completed work and customer behavior (on-time delivery, adoption, retention, consumption, expansion) rather than contract signature, with an operating rhythm you built to hit targets.
- Judgment on delivery quality: ability to review a partner's engagement plan or scope and assess whether it will finish on time and produce usage, with follow-up questions that surface real risks.
- Escalation and unblocking judgment across a matrix (partner, customer, direct sales, customer success, product): you know which stall belongs to whom, get help fast, and stay engaged to resolution.
- Convincing speaker and presenter to all audiences: partner executives, delivery practitioners, customers, and internal leadership. Ability to carry quarterly practice reviews, enablement sessions, and executive escalations in the same week and land each one.
- Deep understanding of customer success in usage-based businesses; you have held a metric tied to customer behavior and can read consumption trends and act on them.
- Enough technical fluency to be credible in delivery reviews. You do not need to write code but can follow a partner architect's walkthrough of a real Claude engagement and ask substantive follow-up questions.
- Active daily use of Claude or another large language model as part of your work: preparing reviews, drafting account plans, analyzing your book. You will be asked to walk through a recent deliverable.
Preferred qualifications:
- 5–8 years working with consulting and systems integration partners, or in delivery-facing customer success at a software company, cloud platform, or partner-led business.
- Direct experience with systems integrators (global firms such as Accenture, Deloitte, Capgemini, Infosys, TCS, Wipro, or regional and boutique firms) and understanding of how their delivery practices are staffed and run.
- Experience running at-risk or red account reviews and turning stalled work around.
- Experience anchoring a surge team: setting the playbook and review pack that contract or offshore delivery coordinators ran, and holding the quality bar across them.
- Depth in a specific industry vertical (financial services, healthcare, public sector, retail, or manufacturing) where you have carried a book of partners or customers.
- Experience stewarding co-investment funding or market development funding against specific outcomes, with formed opinions about what works.
- Experience running quarterly business reviews with consulting firm practice leads and a sense of what makes them productive rather than ceremonial.
- Experience on a new team where the operating model was being written while you ran the book, and you shipped both.
