Customer Success Manager
$135,000–$165,000 year
HybridLondon, England, United Kingdom
Job Summary
Build strategic partnerships with EMEA customer decision-makers to understand their business objectives and guide adoption of Claude capabilities across API, Enterprise, and Code products. Drive usage planning and change management strategies to optimize consumption and seat-based models, identifying opportunities for expansion and new use cases. Serve as the voice of the region by socializing the product roadmap, conducting Quarterly Business Reviews, and documenting ROI to inform internal research and go-to-market priorities. Develop regional playbooks and best practices while collaborating with global teams to maximize customer value and investment.
Required Qualifications
- 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
- Native 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
- Currently, we expect all staff to be in one of our offices at least 25% of the time
Desired Qualifications
- Experience working in and building a growing region, while navigating across time zones with US-based headquarters
- Fluency in French, German, Spanish or Italian
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