At a glance
- Experience
- 15+ years experience
- Workplace
- Hybrid
- Location
- Sydney
- Visa sponsorship
- Visa sponsorship available
About Anthropic
- Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
About the role
- As Head of Customer Success, APAC at Anthropic, you will build and lead our Customer Success function across Asia Pacific.
- You will scale a team of managers and CSMs who help our most strategic APAC customers realize the full value of Claude.
- This is a foundational leadership role where you will establish how we run CS in the region and hire and develop a multi-market team.
Responsibilities
- Build and lead a multi-layered Customer Success organisation across APAC, managing managers and scaling the team responsibly as our APAC business grows.
- Define and execute the APAC CS strategy in close partnership with global CS leadership, aligning with the global agenda while localising approach, motion and programmes for APAC market dynamics.
- Own CS business outcomes including customer health, retention, expansion and satisfaction across APAC accounts.
- Hire, develop and coach a high-performing team of CS managers and individual contributors, building a culture that reflects Anthropic's values across Asia's diverse geographies, languages and working cultures.
- Partner with global CS, Sales, Product and Engineering teams so the voice of APAC customers reaches decision-making forums.
- Establish scalable processes, playbooks and operating cadences that work across APAC time zones and overlap responsibly with global teams.
- Represent Anthropic with senior customer stakeholders across APAC, leading executive engagements, QBRs and strategic account conversations with enterprises, digital natives, startups and public sector bodies.
- Build strong working relationships with APAC channel and cloud partners, and with systems integrators and consulting firms that shape enterprise AI adoption in the region.
- Contribute to global CS strategy as a senior leader, bringing an APAC perspective to team planning, segmentation and prioritisation.
- Help shape how we deploy AI responsibly with customers across APAC's varied regulatory environments, including data residency, privacy and sector rules.
Requirements
- 15+ years of experience in management consulting, technology consulting, professional services or customer-facing advisory roles, with a track record of advising senior client executives on complex transformation programmes.
- Experience building and leading multi-market Customer Success or Technical Success organisations, including managing managers.
- Track record of scaling CS teams across APAC at enterprise software, SaaS or AI/ML companies.
- Demonstrated ability to balance global alignment with regional localisation across multiple APAC markets and cultures.
- Strong people leadership: a clear philosophy on hiring, coaching and developing managers and senior ICs.
- Experience owning enterprise customer relationships and driving measurable business outcomes (retention, expansion, adoption) in APAC markets.
- Strong executive presence and the ability to represent a company credibly with C-suite stakeholders across APAC.
- Excellent cross-functional partnership skills, particularly working across time zones with global leadership teams.
Preferred qualifications
- Experience leading Customer Success across APAC
- Working fluency in an APAC language (for example Japanese, Korean or an ASEAN language) or a strong record of leading teams that operate in those languages
- Experience standing up a CS function in a new APAC market from the ground up
- Background in API products, developer platforms or consumption-based business models
- Familiarity with AI/ML technologies and the ability to explain complex technical concepts to business audiences
- Experience working with APAC hyperscaler, channel and SI partners on joint customer delivery
- Track record of influencing global product roadmaps through structured customer feedback from APAC markets
- Passion for responsible AI development and deployment
Benefits
- competitive compensation and benefits
- optional equity donation matching
- generous vacation
- parental leave
- flexible working hours
- lovely office space
Workplace
- Location-based hybrid policy requiring all staff to be in one of our offices at least 25% of the time, with some roles potentially requiring more time in offices.
Skills
- API Products
- Developer Platforms
- Consumption-based Business Models
- AI/ML Technologies
