Head of Regulated Industries, Customer Success

Responsibilities

• Directly manage and develop a team of Customer Success Managers covering Financial Services and Healthcare & Life Sciences enterprise accounts — the Regulated Industries book — across all Anthropic products.
• Own the hiring plan for the team, including sourcing for regulated-industry experience, onboarding and ramp design; later, hire and develop team leads and shift to managing through them.
• Coach the team on success practice specific to regulated customers, including navigating compliance, procurement, security and model-risk reviews; building champions across business, technology and risk functions; change management under strict controls; and value realization across consumption and seat-based models.
• Drive team accountability to core CS metrics: expansion (consumption growth, adoption), customer health, retention (NRR) and customer satisfaction (CSAT).
• Join strategic customer engagements and escalations, with executive presence in front of CIOs, CISOs, chief risk and compliance officers, heads of business lines and board-level sponsors.
• Build and refine the regulated-industries success methodology, including success planning frameworks, QBR and executive-briefing templates, security and compliance readiness playbooks, reference architectures and expansion playbooks.
• Partner closely with the Regulated Industries sales organization to align on account strategy, set clear ownership between AEs and CSMs, and manage handoffs.
• Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direction.
• Establish an AI-first, innovation-focused team culture; improve team processes and deepen hands-on product expertise.
• Conduct regular 1:1s, performance reviews and career development planning for direct reports.
• Own portfolio-level planning and forecasting, including renewal-risk mitigation and consumption development across the regulated book.
• Serve as the escalation point for at-risk customers and complex situations in the team's portfolio.
• Develop advocacy assets for regulated customers: case studies, references and reference architectures that can be shared within compliance constraints.
• Champion responsible AI deployment practices with customers and represent Anthropic's values in every customer interaction.

You may be a good fit if you have

• 10+ years in customer success, account management or customer-facing roles, with 5+ years of front-line management experience; 2+ years of experience managing managers.
• Direct experience driving a Success business with regulated customers — financial services, healthcare and life sciences, or comparable regulated sectors.
• A proven track record of managing and building customer success teams in SaaS, API or AI/ML companies.
• Experience managing enterprise portfolios, including accounts with multi-million dollar annual contract values and deployment cycles measured in quarters, not weeks.
• Demonstrated ability to drive outcomes in organizations with many decision-makers and no single owner, and to coach a team to do the same.
• A strong understanding of both consumption-based and seat-based business models, with a record of driving adoption, expansion and value realization across them.
• Experience developing repeatable frameworks, playbooks or enablement programs that other teams adopted independently of you.
• Technical fluency to understand AI/ML products and the deployment, data and security considerations regulated customers raise.
• Working knowledge of the regulatory and compliance frameworks these customers operate under e.g. HIPAA, FDA and healthcare data-security requirements.
• Strong executive presence with both business and risk-side leaders.
• Strong business acumen: articulating value, calculating ROI and driving customer business outcomes.
• The ability to balance strategic thinking with tactical execution, and to context-switch between coaching, customer engagement and operational planning.
• A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality.
• Passion for responsible AI development and for helping customers transform their businesses with cutting-edge technology.