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About the Role
Own customer engagement outcomes with managed partners in EMEA, ensuring work completion, customer Claude usage growth, and positive client experiences. You will manage a portfolio of in-flight engagements, diagnosing and resolving issues to maintain client satisfaction and drive partner success.
Responsibilities
- Own every customer engagement from partner match to completed outcome, tracking scope, timeline, blockers, and customer Claude usage weekly.
- Run weekly delivery reviews and escalate at-risk engagements with diagnoses and proposed solutions.
- Unblock engagements by addressing issues like partner capacity, scope creep, and customer readiness with internal teams.
- Oversee delivery quality and consumption, tracking on-time completion, time-to-completion, and customer account usage.
- Build senior relationships with partner leadership to ensure engagement success.
- Develop partner Claude practices by increasing certified bench depth, creating repeatable offerings, and documenting customer success stories.
- Formalize successful strategies into reusable best practices and methodologies for wider team use.
- Conduct quarterly practice reviews with partners to align on goals for engagements, adoption, and references.
- Present and persuade across diverse audiences, including partner executives, delivery teams, customers, and internal leadership.
- Steward funding requests from partners, recommending based on stated outcomes.
- Manage handoffs from partner sales and the partner delivery program, coordinating with account managers and customer success managers.
- Instrument and analyze engagement data, including completion rates, stall rates, consumption, and partner health.
- Utilize Claude for diagnosis, review preparation, and escalation briefs, validating and acting on AI-generated insights.
- Provide feedback from the field to improve team playbooks and processes.
Requirements
- Experience owning a high-volume book of concurrent customer engagements, projects, or accounts (10-30) to completed outcomes in a partner success, customer success, delivery management, or technical account management role.
- Ability to build structure and programmatic motions from in-flight work, creating documented processes others can use.
- Track record of achieving results tied to completed work and customer behavior (e.g., on-time delivery, adoption, retention, consumption) rather than contract signature.
- Judgment on delivery quality, assessing engagement plans and scopes for potential risks.
- Expertise in escalation and unblocking across matrixed teams (partner, customer, sales, CS, product).
- Convincing speaker and presenter to various audiences.
- Deep understanding of customer success in a usage-based business, with experience tracking customer behavior metrics.
- Technical fluency to participate credibly in delivery reviews.
- Active daily use of Claude or another large language model for work tasks.
Skills
- Partner Success
- Customer Success
- Delivery Management
- Technical Account Management
- Programmatic Motions
- Process Improvement
- Data Analysis
- Relationship Building
- Communication
- Problem Solving
- Escalation Management
- Cross-functional Collaboration
- Large Language Models (LLMs)
- Project Management
Location
- EMEA
Work Type
- Hybrid
Experience Level
- 5 to 8 years preferred
Education Level
- Bachelor's degree or equivalent combination of education, training, and/or experience
Salary/Compensations
- £215—£250 GBP
Benefits
- Competitive compensation
- Optional equity donation matching
- Generous vacation
- Generous parental leave
- Flexible working hours
- Office space for collaboration
- Visa sponsorship
About the Company
- Anthropic's mission is to create reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society.
- The team is composed of researchers, engineers, policy experts, and business leaders.
- Anthropic believes high-impact AI research is 'big science', focusing on large-scale efforts.
- The company values impact and advancing goals of steerable, trustworthy AI.
- AI research is viewed as an empirical science, with frequent research discussions to prioritize high-impact work.
- The company 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.
- We urge candidates not to exclude themselves prematurely.
- We strive to include a range of diverse perspectives on our team.
- Representation is important due to the social and ethical implications of AI systems.