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Head of Regulated Industries, Customer Success
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.

About the role

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.

Responsibilities:

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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.

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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.

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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.

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Drive team accountability to core CS metrics: expansion (consumption growth, adoption), customer health, retention (NRR) and customer satisfaction (CSAT).

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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.

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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.

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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.

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Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direction.

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Establish an AI-first, innovation-focused team culture; improve team processes and deepen hands-on product expertise.

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Conduct regular 1:1s, performance reviews and career development planning for direct reports.

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Own portfolio-level planning and forecasting, including renewal-risk mitigation and consumption development across the regulated book.

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Serve as the escalation point for at-risk customers and complex situations in the team's portfolio.

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Develop advocacy assets for regulated customers: case studies, references and reference architectures that can be shared within compliance constraints.

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Champion responsible AI deployment practices with customers and represent Anthropic's values in every customer interaction.

You may be a good fit if you have:

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10+ years in customer success, account management or customer-facing roles, with 5+ years of front-line management experience; 2+ years of experience managing managers.

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Direct experience driving a Success business with regulated customers — financial services, healthcare and life sciences, or comparable regulated sectors. That means working through compliance, procurement, security review, risk and legal gates and consensus-building across executives to get to consumption.

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A proven track record of managing and building customer success teams in SaaS, API or AI/ML companies.

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Experience managing enterprise portfolios, including accounts with multi-million dollar annual contract values and deployment cycles measured in quarters, not weeks.

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Demonstrated ability to drive outcomes in organizations with many decision-makers and no single owner, and to coach a team to do the same.

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A strong understanding of both consumption-based and seat-based business models, with a record of driving adoption, expansion and value realization across them.

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Experience developing repeatable frameworks, playbooks or enablement programs that other teams adopted independently of you.

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Technical fluency to understand AI/ML products and the deployment, data and security considerations regulated customers raise.

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Working knowledge of the regulatory and compliance frameworks these customers operate under e.g. HIPAA, FDA and healthcare data-security requirements

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Strong executive presence with both business and risk-side leaders. Represents Anthropic credibly in a CISO or model-risk conversation as well as a CFO one.

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Strong business acumen: articulating value, calculating ROI and driving customer business outcomes.

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The ability to balance strategic thinking with tactical execution, and to context-switch between coaching, customer engagement and operational planning.

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A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality

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Passion for responsible AI development and for helping customers transform their businesses with cutting-edge technology.

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:
$320,000 — $350,000 USD

Logistics

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

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

For roles performing work in California: We will consider for employment all qualified applicants, including those with arrest or conviction records or criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.

How we're different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.

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Requirements found

Compliance Sales Onboarding Marketing Training (must) Recruiting

What this posting asks for

Level: Manager — The title says "Head of".

Main responsibilities

Directly manage and develop a team of Customer Success Managers covering Financial Services and Healthcare & Life Sciences enterprise accounts — the Regulate…
Own the hiring plan for the team, including sourcing for regulated-industry experience, onboarding and ramp design; later, hire and develop team leads and sh…
Coach the team on success practice specific to regulated customers. That includes navigating compliance, procurement, security and model-risk reviews; buildi…
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 l…
Build and refine the regulated-industries success methodology. Success planning frameworks that map the governance path to consumption; QBR and executive-bri…
Partner closely with the Regulated Industries sales organization to align on account strategy, set clear ownership between AEs and CSMs, and manage handoffs …
Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direc…
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.

Competencies an interviewer will look for

Technical skill Core
In the posting: “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…” · “Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direc…” · “A proven track record of managing and building customer success teams in SaaS, API or AI/ML companies.”
Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
Teamwork and collaboration Core
In the posting: “Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direc…” · “In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic.” · “We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time.”
Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
Ownership and accountability Core
In the posting: “Own the hiring plan for the team, including sourcing for regulated-industry experience, onboarding and ramp design;” · “Drive team accountability to core CS metrics: expansion (consumption growth, adoption), customer health, retention (NRR) and customer satisfaction (CSAT).” · “Partner closely with the Regulated Industries sales organization to align on account strategy, set clear ownership between AEs and CSMs, and manage handoffs …”
Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
Leadership and mentoring Core
In the posting: “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…” · “Coach the team on success practice specific to regulated customers.” · “Demonstrated ability to drive outcomes in organizations with many decision-makers and no single owner, and to coach a team to do the same.”
Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
Customer focus Core
In the posting: “As Head of Regulated Industries – Customer Success at Anthropic, you'll lead the Success teams responsible for our most complex Financial Services (FSI) and …” · “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…” · “These are organizations where deployment runs through compliance, procurement, security review, model risk and legal before it reaches an end user.”
Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
Planning and organisation Core
In the posting: “and pharmaceutical, biotech and life-sciences organizations.” · “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.”
Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
Data and analysis Core
In the posting: “Think banks, insurers, asset and wealth managers and financial data providers;” · “Drive team accountability to core CS metrics: expansion (consumption growth, adoption), customer health, retention (NRR) and customer satisfaction (CSAT).” · “Technical fluency to understand AI/ML products and the deployment, data and security considerations regulated customers raise.”
Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
Attention to detail and quality Core
In the posting: “These are organizations where deployment runs through compliance, procurement, security review, model risk and legal before it reaches an end user.” · “Executive programs that reach the CIO, CISO, CRO and compliance leaders who decide whether Claude gets deployed.” · “That includes navigating compliance, procurement, security and model-risk reviews;”
Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
Stakeholder management Core
In the posting: “Executive programs that reach the CIO, CISO, CRO and compliance leaders who decide whether Claude gets deployed.” · “Join strategic customer engagements and escalations, with executive presence in front of CIOs, CISOs, chief risk and compliance officers, heads of business l…” · “QBR and executive-briefing templates;”
Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
Communication Core
In the posting: “If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.” · “As such, we greatly value communication skills.”
Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
Adaptability and learning Supporting
In the posting: “We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely…”
Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

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Practice questions

Tell me about yourself. Dedicated step-by-step practice.
If an interviewer asks something improper How to respond to questions about age, family, origin or health.
Built from this posting (7):
Walk me through a piece of work where you used your strongest technical skill. What exactly did you do? From this posting
Describe a time you worked with another team to deliver something. What was your part? From this posting
Tell me about a task you took from start to finish without anyone asking you to. From this posting
Tell me about a time you helped someone on your team get better at their work. From this posting
How have you used training in your work? Walk me through one real example. From this posting
Tell me about a problem you solved using compliance. From this posting
Describe a time your plans changed suddenly. How did you adjust? From this posting
This posting reads as Healthcare: its questions come first.
How do you protect patient privacy in your daily work? Healthcare
Tell me about a time you cared for a patient or family member who was upset or afraid. Healthcare
You notice a medication or chart detail that does not look right. What do you do? Healthcare
Describe a time you worked with doctors, nurses or other staff to solve a problem for a patient. Healthcare
Your shift is short-staffed and several patients need you at once. How do you prioritise? Healthcare
Tell me about a time a procedure or system changed and you had to adapt quickly. Healthcare
Describe a time you explained a care instruction to a patient so they could follow it at home. Healthcare
A patient's family member is angry and blames you for a delay. What do you do? Healthcare
Tell me about a sale or agreement you are proud of.
Describe a time you handled an upset customer or colleague.
Tell me about a time you had several deadlines at once. How did you decide what to do first?
Give an example of a mistake you caught before it caused a problem.
Tell me about a time you taught someone how to do something.
Describe a time you took the lead without being asked.
Tell me about a time you had to explain something complicated in simple terms.
Describe a process you improved.
Do you have any questions for us?
Why do you want to work here?
Why is there a gap in your employment? Difficult question
Why did you leave your last job? Difficult question
Why are you changing careers? Difficult question
What is your greatest weakness? Difficult question
What are your salary expectations? Difficult question
You seem overqualified for this role. Why do you want it? Difficult question
Improper-question practice: How old are you? / Do you have children? / Where are you from originally?
A customer is angry about a delay you did not cause. What do you do?
How do you keep track of many open customer requests?
Tell me about a time you could not give a customer what they wanted.
You find that the inventory count does not match the system. What do you do?
Tell me about a time a shipment or delivery went wrong.
How do you make sure safety rules are followed on a busy shift?
Two managers ask you to book the same room at the same time. What do you do?
How have you used spreadsheets in your work?
Tell me about a time you had to enter or check a lot of data accurately.
A prospect says your price is too high. How do you respond?
How do you keep your pipeline organised?
Tell me about a technical problem you solved on your own.
You find a bug right before a release. What do you do?
Walk me through how you would check whether a report's numbers are right.