Partner Success Lead

Details

The Partner Success Lead owns the delivery outcomes of customer engagements handled by Anthropic's consulting and systems integration partners across North America. The role covers engagements from partner matching through completion, with responsibility for scope, timelines, unblocking, delivery quality, customer Claude usage, and partner practice development.

Responsibilities

• Own a high-volume book of customer engagements from partner match to completed outcome, tracking scope, timelines, blockers, and Claude usage trends.
• Run weekly delivery reviews and bring stalled or at-risk engagements to account reviews with a diagnosis, owner, and specific action request.
• Resolve issues involving partner capacity, scope creep, customer readiness, product questions, deal-registration conflicts, and customer dissatisfaction.
• Track delivery quality and consumption metrics, including on-time completion, match-to-completion time, delivered consumption, weekly active use, and at-risk accounts.
• Build senior relationships with partner practice and delivery leadership and work with Partner Account Managers and other Anthropic teams on escalations and partner investment.
• Develop each partner's Claude practice through certified practitioners, repeatable industry offerings, and customer stories.
• Convert successful approaches into reusable methodologies, including engagement review packs, unblocking plays, practice-building guides, playbooks, tier rules, and health rubrics.
• Run quarterly practice reviews covering completed engagements, customer adoption, certified practitioners, references, and industry positioning.
• Present partner executive briefings, practitioner enablement sessions, customer discussions, and internal leadership reviews.
• Evaluate partner co-investment and program funding requests against defined outcomes and reconcile funding against milestones.
• Coordinate handoffs with Partner Sales, Partner Delivery, Partner Account Managers, Customer Success Managers, and Anthropic's direct sales organization.
• Instrument the partner book and monitor engagements in flight and completed, stall rate, days to unblock, delivered consumption, certified practitioner counts, and partner health trajectory.
• Use Claude or another large language model to prepare reviews, draft account plans, analyze the book, and create status and escalation materials while retaining ownership of judgment and decisions.

Requirements

• Experience owning approximately 10 to 30 concurrent customer engagements, projects, or accounts through completion in partner success, customer success, delivery management, or technical account management.
• Ability to create structured, programmatic operating processes and write reusable review formats, checklists, plays, and operating playbooks.
• Track record of managing metrics tied to completed work and customer behavior, such as on-time delivery, adoption, retention, consumption, or expansion.
• Strong judgment in assessing delivery quality, engagement plans, scope, timelines, and risks.
• Experience escalating and unblocking work across partners, customers, direct sales, customer success, and product teams.
• Strong presentation and communication skills with partner executives, delivery practitioners, customers, and internal leadership.
• Deep understanding of customer success in a usage-based business and ability to interpret consumption trends.
• Sufficient technical fluency to review real Claude engagements and engage substantively with partner architects; coding experience is not required.
• Active daily use of Claude or another large language model for work-related tasks.

Preferred Qualifications

• 5 to 8 years of experience working with consulting and systems integration partners or in delivery-facing customer success at a software company, cloud platform, or partner-led business.
• Direct experience with systems integrators such as Accenture, Deloitte, Capgemini, Infosys, TCS, Wipro, regional firms, or boutique firms.
• Experience running at-risk or red account reviews and turning around stalled work.
• Experience creating playbooks and review packs for contract or offshore delivery teams and maintaining delivery quality.
• Depth in an industry such as financial services, healthcare, public sector, retail, or manufacturing.
• Experience managing co-investment or market development funding against defined outcomes.
• Experience running quarterly business reviews with consulting firm practice leads.
• Experience working on a new team while helping establish its operating model.

Education and Logistics

• Bachelor's degree or equivalent combination of education, training, and experience.
• Relevant field of study demonstrated through coursework, training, or professional experience.
• Anthropic currently expects staff to work from one of its offices at least 25% of the time under its location-based hybrid policy.
• Anthropic sponsors visas and will make reasonable efforts to obtain a visa for successful candidates, although sponsorship is not available for every role or candidate.
• Benefits include competitive compensation, optional equity donation matching, generous vacation and parental leave, flexible working hours, and office collaboration spaces.