About the role
As an Enterprise Customer Success Manager, Higher Education, you'll join the foundational team at the forefront of introducing our cutting-edge AI productivity SaaS solution to educational institutions. You'll be a strategic partner to universities, helping them harness the transformative potential of our LLM technology, Claude, guiding faculty in their university and department's AI adoption journey and driving student advocacy through hands-on workshops. Working closely with academic stakeholders, you'll help universities scale their AI usage safely and effectively, implementing change management strategies and driving toward impact for both students and faculty.
Responsibilities:
- Build and maintain strategic relationships with key university decision-makers while serving as the primary point of contact between universities and Anthropic, navigating complex academic stakeholder ecosystems including faculty, administrators, IT departments, and procurement offices.
- Design and execute change management initiatives and enablement programs that showcase impactful use cases for both faculty and students, helping them embed and deploy AI while uncovering its full range of capabilities in teaching, research, and administration.
- Monitor usage patterns and conduct regular business reviews to track success metrics, providing optimization recommendations and ensuring sustained value realization across the university ecosystem.
- Partner cross-functionally with Marketing, Sales, Education, Support, and other teams to ensure coordinated success and strengthen our value proposition for higher education.
- Act as the voice of the customer to Product and Engineering teams, gathering feedback from educational users and translating academic market needs into actionable product insights.
- Drive adoption and engagement through strategic programs that align with higher education procurement cycles and academic calendars, continuously refining best practices for customer success in the education sector.
You may be a good fit if you have:
- 5+ years of experience in higher education technology, preferably in SaaS or emerging technologies, with a strong background in Customer Success
- Demonstrated ability to navigate academic bureaucracies and build consensus among diverse stakeholders including faculty, administrators, and IT departments
- Strong project management skills with proven experience driving cross-functional initiatives and executing change management strategies across multiple customers simultaneously
- Deep understanding of higher education buying cycles, decision-making processes, and key pain points, with a track record of driving adoption across academic institutions
- Excellent communication skills with the ability to translate technical concepts for various audiences, from faculty and researchers to senior administration
- A passion for advanced AI systems and their applications in education, with a commitment to ensuring frontier AI systems are developed safely and ethically for academic use
Deadline to apply: None. Applications will be reviewed on a rolling basis.
