Customer Success Manager

About the Role

Join Anthropic's Customer Success team as our first Japan-based Customer Success Manager as we pioneer the future of enterprise AI adoption. As a Customer Success Manager at Anthropic, you'll be the strategic partner and trusted advisor to our most complex customers across Japan  helping them harness the full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code.

You'll develop genuine partnerships with customers, gaining a deep understanding of their business objectives, strategic direction, AI vision, and technical needs. You'll draw on both your business acumen and technical expertise to serve as a strategic advisor throughout their journey with us. 

In partnership with the broader account team you will help customers identify the right Claude capabilities for their specific business objectives, working closely with them to provide best practices and guidance while supporting them as their usage (consumption & seat based) grows and evolves.

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 our research priorities, product development, and go-to-market strategies — making you a key voice in shaping how we build and deliver ongoing value as a business. 

As the founding CSM in Japan, you'll be a pioneer - helping to build regional processes, establishing new customer relationships, and representing Anthropic's brand in a high-growth market. You'll operate with significant autonomy while maintaining strong alignment with global teams, requiring someone who thrives in ambiguous environments and can work effectively across time zones.

Responsibilities:

• Build trusting, strategic relationships with key Japanese and other APAJ 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 our consumption-based and seat-based 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 Japanese and APAJ 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 bran