Customer Success Manager (AI)

Location: Tokyo, Japan; hybrid policy requiring staff to work from an Anthropic office at least 25% of the time, with some roles requiring more office time.

Company

Anthropic develops reliable, interpretable, and steerable AI systems intended to be safe and beneficial for users and society.

What you will do

• Build strategic relationships with key Japanese customer decision-makers and understand their business objectives, AI vision, technical needs, and regional context.
• Advise customers on Anthropic products, including Claude API, Claude for Enterprise, and Claude Code, and guide implementation and best practices.
• Plan and optimize customer usage across consumption-based and seat-based products, identify underutilization, and drive expansion across departments, teams, and workflows.
• Develop change management and organizational enablement programs, including Train the Trainer initiatives and Centers of Excellence.
• Own account and customer success plans, conduct Quarterly Business Reviews, quantify business outcomes and ROI, and manage the customer relationship throughout its lifecycle.
• Build the Japan Customer Success function by creating regional processes, playbooks, and best practices while collaborating with global teams across time zones.

Requirements

• Experience in a customer-facing role such as Customer Success, Consulting, Solutions Architect, Solutions or Functional Consultant, Success Engineer, or a similar position.
• Technical fluency in AI/ML concepts, API integrations, and software implementation patterns.
• Experience explaining and demonstrating technical products to different audiences.
• Strong project management skills and the ability to manage multiple customer relationships.
• Passion for AI and interest in the responsible development of advanced systems.
• Fluency in English and Japanese.
• Bachelor’s degree or an equivalent combination of education, training, and experience in a field relevant to the role.

Nice to have

• 6+ years of experience in a relevant field.
• Experience driving success for both consumption-based and seat-based business models, including their expansion levers and success metrics.
• Strategic ability to identify growth opportunities and turn them into actionable expansion plans.
• Cross-functional collaboration experience representing customer needs and aligning teams around solutions.
• Experience building a growing regional function and working across time zones with US-based headquarters.
• Ability to bring structure to ambiguous environments and contribute hands-on as a team player.

Culture & Benefits

• Collaborative environment focused on large-scale AI research and long-term impact.
• Flexible working hours and office-based collaboration.
• Competitive compensation and benefits, including generous vacation and parental leave.
• Optional equity donation matching.
• Visa sponsorship may be available, with reasonable efforts and immigration-lawyer support for eligible offers.

Hiring process

• Anthropic may use AI in its application process according to its candidate AI usage policy.
• Recruiters contact candidates from Anthropic email addresses or identify vetted recruiting agencies working on Anthropic’s behalf.