The opportunity
As Head of Regulated Industries – Customer Success at Anthropic, you'll lead the Success teams responsible for our most complex Financial Services (FSI) and Healthcare & Life Sciences (HCLS) customers. Think banks, insurers, asset and wealth managers and financial data…
What you'll do
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. That: includes 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. Success: planning frameworks that map the governance path to consumption; QBR and executive-briefing templates; security and compliance readiness playbooks; reference architectures and expansion playbooks that transfer from one regulated customer to the next.
What they're looking for
- Partner closely with the Regulated Industries sales organization to align on: account strategy, set clear ownership between AEs and CSMs, and manage handoffs so long deployment cycles don't stall between teams.
- 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.
