Partner Success Lead

Skills this role screens for

About the role

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

The work

About the role

Anthropic's consulting and systems integration partners now sell and deliver Claude work at growing volume, and selling alongside partners is working. What matters next is delivery: whether the partner completes the work, whether the customer's Claude usage grows and holds, and whether the outcome is good enough that the customer asks for that partner again.

The Partner Success Lead owns that outcome. You will hold a book of in-flight customer engagements across a set of managed partners in North America. From the day our Partner Delivery program matches a customer engagement to a partner in your book, you own it to a completed outcome: the work finishes on scope, the customer's Claude usage grows, and a stalled engagement gets diagnosed and unblocked before the customer disengages. You wake up every day on one question: what is each partner in my book doing, and is the work getting done.

The work

Key responsibilities

• Own every customer engagement in your book from partner match to completed outcome. Know the state of each one every week: scope, timeline, blockers, and the customer's Claude usage trend.
• Run the weekly delivery review across your book, and bring stalled or at-risk engagements to the weekly at-risk account review with a diagnosis, an owner, and a specific ask rather than a status list.
• Unblocking. Partner capacity, scope creep, customer readiness, product questions, deal-registration conflicts, and customer dissatisfaction with partner work: get each issue to the right internal team and stay on it through resolution.
• Own delivery quality and consumption across your book. Track engagements completed on time, time from match to completion, delivered consumption and weekly active use on the customer accounts your partners serve, and the accounts trending toward at-risk.
• Build senior relationships with each managed partner's practice and delivery leadership. Together with the Partner Account Manager and other Anthropic counterparts, establish the executive-level trust that lets you ask a partner to restaff, escalate, or invest — and be taken seriously — when an engagement needs it.
• Build each partner's Claude practice as the compounding work: certified bench depth, one repeatable offering in a chosen industry lane, and a published customer story from each completed engagement, so the next engagement needs less from you.
• Turn what works into methodology. Convert the moves you prove in your book into named, reusable best practices — engagement review packs, unblocking plays, practice-building guides — written clearly enough to be shared at scale across partners, the Partner Success team, and the contract delivery team running the same loop.
• Run the quarterly practice review with each managed partner's alliance and delivery leads: joint goals on completed customer engagements, customer adoption, certified practitioners, references, and industry positioning.
• Present and persuade across audiences. Deliver partner executive briefings, practitioner enablement sessions, and internal reviews with equal command — this role is regularly the voice of Partner Success in front of a partner's leadership, a delivery team, a customer, or Anthropic's own leadership.
• Steward funding requests from partners in your book. Recommend for or against co-investment and program funding requests against a stated outcome, and reconcile against milestones. The bar is outcomes, not consultant hours.
• Work the handoffs cleanly: from Partner Sales when a partner deal closes, and from the Partner Delivery program when an engagement is matched to a partner in your book. Coordinate with the Partner Account Manager on any strategic partner that has one, with Customer Success Managers on customer-side account health, and with Anthropic's direct sales field on joint accounts.
• Instrument your book and know its numbers: engagements in flight and completed, stall rate and days to unblock, delivered consumption per partner, certified practitioner counts, and partner health trajectory.
• Run your book Claude-first. Telemetry drafts the diagnosis; you validate it and act. Claude drafts your review packs, status notes, and escalation briefs; you own the judgment, the exceptions, and the unblocking. Feed what you see in the field back into the packages, playbooks, tier rules, and health rubric the team runs on.

Who they want

Minimum qualifications

• Experience owning a high-volume book of concurrent customer engagements, projects, or accounts (roughly 10 to 30 at a time) to completed outcomes, in a partner success, customer success, delivery management, or technical account management role.
• Ability and appetite to build structure, clarity, and programmatic motions out of in-flight work, while delivering engagement by engagement. You have written something down — a review format, a checklist, a play — that others ran without you, and you want to do more of that; growing that into the operating playbook a wider team runs is the senior end of this role, not the entry bar. This role scales by what you write down, not by added hours.
• Track record of a number tied to completed work and customer behavior (on-time delivery, adoption, retention, consumption, expansion) rather than contract signature, and an operating rhythm you built to hit it.
• Judgment on delivery quality: you can review a partner's engagement plan or scope and tell whether it will finish on time and produce usage, and you ask the follow-up question that surfaces the real risk.
• Escalation and unblocking judgment across a matrix (partner, customer, direct sales, customer success, product): you know which stall belongs to whom, you get help fast, and you stay engaged to resolution.
• A convincing speaker and presenter to all kinds of audiences: partner executives, delivery practitioners, customers, and internal leadership. You can carry a quarterly practice review, an enablement session, and an executive escalation in the same week and land each one.
• Deep understanding of how customer success works in a usage-based business; you have held a number tied to customer behavior and can read a consumption trend and act on it.
• Enough technical fluency to be credible in a delivery review. You do not need to write code, but you can follow a partner architect's walkthrough of a real Claude engagement and ask the substantive second question.
• Active daily use of Claude or another large language model as part of how you work: preparing reviews, drafting account plans, and analyzing your book. We will ask you to walk us through a recent deliverable.

Nice to have

Preferred qualifications

• 5 to 8 years 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 (global firms such as Accenture, Deloitte, Capgemini, Infosys, TCS, or Wipro, or regional and boutique firms) and an understanding of how their delivery practices are staffed and run.
• Experience running at-risk or red account reviews and turning stalled work around.
• Experience anchoring a surge team: setting the playbook and the review pack that a group of contract or offshore delivery coordinators ran, and holding the quality bar across them.
• Depth in a specific industry vertical (financial services, healthcare, public sector, retail, or manufacturing) where you have carried a book of partners or customers.…