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About the Role

Join Anthropic's Customer Success team as our first Japan-based Customer Success Manager, pioneering the future of enterprise AI adoption. You will be a strategic partner and trusted advisor to complex customers in Japan, helping them leverage all Claude capabilities. You'll build genuine partnerships, understand customer business objectives and technical needs, and serve as a strategic advisor. In partnership with the account team, you will guide customers to the right Claude capabilities, provide best practices, and support their evolving usage. Your role focuses on helping customers scale usage, implement change management, optimize use cases, and maximize value. Insights gathered will inform research priorities, product development, and go-to-market strategies. As the founding CSM in Japan, you will build regional processes, establish new customer relationships, and represent Anthropic's brand in a high-growth market, operating with autonomy and aligning with global teams.

Responsibilities

Build trusting, strategic relationships with key Japanese 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 deep knowledge of the customer and regional nuances to proactively drive usage planning, understanding current and future consumption/adoption and its realized value.
Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across 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 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 brand and customer relationships as the first in-region CS presence, developing Japan-specific processes, playbooks, and best practices that account for regional business cultures.

Requirements

6+ years of experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, Solutions/ Functional Consultant, Success Engineer or similar).
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.
Experience explaining and demonstrating technical products to various audiences.
Strategic mindset to identify growth opportunities and translate them into actionable expansion plans.
Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs.
Strong project management skills and ability to manage multiple customer relationships.
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.
A knack for bringing order to chaos and an enthusiastic “roll up your sleeves'' mentality. You are a true team player.
Fluency in English and Japanese.

Skills

Customer Success
Consulting
Solutions Architecture
AI/ML concepts
API integrations
Software implementation patterns
Project Management
Change Management
Strategic Planning

Location

Japan

Work Type

Hybrid

Experience Level

6+ years

Education Level

Bachelor’s degree or equivalent combination of education, training, and/or experience

Benefits

Competitive compensation
Benefits
Optional equity donation matching
Generous vacation
Parental leave
Flexible working hours
Lovely office space

About the Company

Anthropic's mission is to create reliable, interpretable, and steerable AI systems, ensuring AI is safe and beneficial for users and society.
The team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders.
Anthropic believes that the highest-impact AI research will be big science, working as a single cohesive team on large-scale research efforts.
The company values impact—advancing long-term goals of steerable, trustworthy AI—rather than smaller, specific puzzles.
AI research is viewed as an empirical science with parallels to physics and biology.
The company is extremely collaborative, hosting frequent research discussions to pursue high-impact work.
Communication skills are greatly valued.
Anthropic is a public benefit corporation headquartered in San Francisco.

Equal Opportunity

We encourage you to apply even if you do not believe you meet every single qualification.
Not all strong candidates will meet every single qualification as listed.
We think AI systems like the ones we're building have enormous social and ethical implications, making representation even more important.
We strive to include a range of diverse perspectives on our team.