Head of Regulated Industries – Customer Success

About the role

As Head of Regulated Industries – Customer Success at Anthropic, you will lead the Customer Success teams serving the most complex financial services and healthcare & life‑sciences customers. You will coach a growing team of Customer Success Managers, partner with sales, and build repeatable methodologies that navigate compliance, procurement and security gates to deliver AI‑driven value.

Key responsibilities

• Directly manage and develop a team of Customer Success Managers covering Financial Services and Healthcare & Life Sciences enterprise accounts.
• Own hiring, onboarding, and ramp design; later hire and develop team leads and manage through them.
• Coach the team on navigating compliance, procurement, security and model‑risk reviews and on building champions across business, technology and risk functions.
• Drive accountability to core CS metrics such as expansion, customer health, retention (NRR) and CSAT.
• Join strategic customer engagements and escalations, presenting to CIOs, CISOs, CROs and other senior leaders.
• Build and refine regulated‑industries success methodology, including success plans, QBR templates and playbooks.
• Partner with Regulated Industries sales to align account strategy and manage handoffs.
• Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers.

Required profile

• 10+ years in customer‑facing roles with at least 5 years of front‑line management and 2 years managing managers.
• Proven success leading customer success teams serving regulated customers in financial services, healthcare or life sciences.
• Experience handling enterprise portfolios with $1M–$100M+ contracts and long deployment cycles.
• Strong understanding of consumption‑based and seat‑based business models and ability to drive adoption and expansion.
• Demonstrated ability to create repeatable frameworks, playbooks or enablement programs.
• Executive presence with both business and risk‑side leaders, able to discuss model‑risk, security and ROI.
• Passion for responsible AI development and helping customers transform with cutting‑edge technology.

Required skills

• Deep knowledge of AI/ML product deployment and associated data‑security considerations.
• Familiarity with regulatory compliance frameworks such as HIPAA and FDA.