This role involves pioneering the future of enterprise AI adoption as a strategic partner and trusted advisor to complex customers across DACH. The Customer Success Manager will help customers harness the full potential of all Claude capabilities, including API, Claude for Enterprise, and Claude Code. This position focuses on helping customers scale usage effectively, implement change management strategies, optimize use cases, and maximize value through expanded use cases across their organization.
Responsibilities
Build trusting, strategic relationships with key DACH 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 how it creates realized value for the customer
Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) 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 DACH 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 a member of CS team, developing EMEA-specific processes, playbooks, and best practices where needed 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) in region
Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each
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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 German and English
Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
Benefits
Competitive compensation and benefits
Optional equity donation matching
Generous vacation and parental leave
Flexible working hours
Important Details
Location: Munich
Work format: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.
About the Company
Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. They are a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. Anthropic is a public benefit corporation headquartered in San Francisco.
