Anthropic Lead the Customer Success teams for Anthropic's most complex Financial Services and Healthcare & Life Sciences customers. Manage and develop Customer Success Managers to navigate compliance, procurement, security, and model-risk reviews.
Responsibilities
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 providers; health systems, hospitals and payers; and pharmaceutical, biotech and life-sciences organizations. You'll directly coach and develop a team of Customer Success Managers who drive value across the full product portfolio (Claude Platform, Claude Code, Claude Cowork). These are organizations where deployment runs through compliance, procurement, security review, model risk and legal before it reaches an end user.
You'll partner day to day with the Regulated Industries sales organization so that customers experience one Anthropic from first conversation to production. You'll turn what works at one regulated customer into a methodology that works at the next. That means success plans that anticipate the governance gates. Executive programs that reach the CIO, CISO, CRO and compliance leaders who decide whether Claude gets deployed. Expansion plays that survive long procurement cycles.
You’ll inherit a partially formed team, spanning individual contributors and managers. You'll hire and run the initial team yourself. As the book expands you'll continue to add managers underneath you and manage through them. We're looking for someone who has already led a success business in regulated environments and wants to build the operating model that lets it scale.
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.
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.
