Head of Regulated Industries, Customer Success

Anthropic
San Francisco, New York
Workplace: OnsiteFull timeUSD 1 - 2 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Executive presence","Coaching","Change management","Customer-focused problem-solving","Communication"]

Lead Customer Success for Anthropic’s most complex regulated customers in Financial Services and Healthcare & Life Sciences. Coach and scale a team of CSMs covering the full Claude Platform portfolio, partnering with sales to deliver end-to-end value through governance gates like compliance, procurement, security review, and model risk. Own success methodology, executive engagements, and CS metrics (expansion, health, retention/NRR, CSAT), while building repeatable frameworks and playbooks to survive long deployment cycles.

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Anthropic
Anthropic
9 hours ago

Head of Regulated Industries, Customer Success

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Job Summary

Lead Customer Success for Anthropic’s most complex regulated customers in Financial Services and Healthcare & Life Sciences. Coach and scale a team of CSMs covering the full Claude Platform portfolio, partnering with sales to deliver end-to-end value through governance gates like compliance, procurement, security review, and model risk. Own success methodology, executive engagements, and CS metrics (expansion, health, retention/NRR, CSAT), while building repeatable frameworks and playbooks to survive long deployment cycles.
Location: San Francisco, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Directly manage and develop Customer Success Managers covering the Regulated Industries book across all Anthropic products.
  • •Own hiring plans and ramp for regulated-industry success, including later building through team leads.
  • •Coach success practice for regulated customers across compliance, procurement, security, and model-risk reviews; drive champions and value realization across pricing models.
  • •Drive core CS metrics including expansion (consumption/adoption), customer health, retention/NRR, and CSAT while serving as escalation point for at-risk accounts.
  • •Build and refine regulated-industries success methodology and templates (governance-to-consumption success planning, QBRs/executive briefings, readiness playbooks, expansion playbooks) and partner with sales to manage handoffs.

Pay and Benefits

Salary: USD 1 - 2 annually
Perks:Parental LeavePaid LeaveEquity

Key Requirements

  • •10+ years in customer success, account management, or customer-facing roles, including 5+ years front-line management and 2+ years managing managers.
  • •Direct experience driving success for regulated customers in financial services, healthcare, life sciences, or comparable regulated sectors, navigating compliance, procurement, security, risk, and legal gates.
  • •A proven track record managing and building customer success teams in SaaS, API, or AI/ML companies.
  • •Experience managing enterprise portfolios with $1M–$100M+ annual contract values and multi-quarter deployment cycles.
  • •Strong executive presence across business and risk-side leaders, with technical fluency for AI/ML deployment, data, and security considerations.
Experience:10+ yearsRegulated industriesFinancial servicesHealthcareSaaSAPIAI/ML
Education:Bachelor's
Skills:Executive presenceCoachingChange managementCustomer-focused problem-solvingCommunication

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Anthropic
Develops large-scale AI systems and safety research to create reliable, steerable, and interpretable AI assistants and models for commercial and research applications.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn