Head of Regulated Industries, Customer Success

1 мес. назад

СШАHead

customer success managementteam leadershipcompliance managementstakeholder engagement

Lead the Customer Success teams for complex Financial Services and Healthcare regulated industry clients, driving value and methodologies across 's AI product portfolio.

О компании

’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.

Обязанности

As Head of Regulated Industries – Customer Success at , 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 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.
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 products.
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.
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.
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 lines and board-level sponsors.
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.
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.
Collaborate with Product, Engineering, Security, Legal and Marketing to advocate for regulated customers' needs and translate field signal into product direction.
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.
Own portfolio-level planning and forecasting, including renewal-risk mitigation and consumption development across the regulated book.
Serve as the escalation point for at-risk customers and complex situations in the team's portfolio.
Develop advocacy assets for regulated customers: case studies, references and reference architectures that can be shared within compliance constraints.
Champion responsible AI deployment practices with customers and represent 's values in every customer interaction.

Требования

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.
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.
A proven track record of managing and building customer success teams in SaaS, API or AI/ML companies.
Experience managing enterprise portfolios, including accounts with $1M–$100M+ annual contract values and deployment cycles measured in quarters, not weeks.
Demonstrated ability to drive outcomes in organizations with many decision-makers and no single owner, and to coach a team to do the same.
A strong understanding of both consumption-based and seat-based business models, with a record of driving adoption, expansion and value realization across them.
Experience developing repeatable frameworks, playbooks or enablement programs that other teams adopted independently of you.
Technical fluency to understand AI/ML products and the deployment, data and security considerations regulated customers raise.
Working knowledge of the regulatory and compliance frameworks these customers operate under e.g. HIPAA, FDA and healthcare data-security requirements
Strong executive presence with both business and risk-side leaders. Represents credibly in a CISO or model-risk conversation as well as a CFO one.
Strong business acumen: articulating value, calculating ROI and driving customer business outcomes.
The ability to balance strategic thinking with tactical execution, and to context-switch between coaching, customer engagement and operational planning.
A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality
Passion for responsible AI development and for helping customers transform their businesses with cutting-edge technology.

Условия

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:
$1 — $2 USD

Другое

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.
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 recruiters only contact you from @.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of . Be cautious of emails from other domains. Legitimate 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 .com/careers directly for confirmed position openings.
We believe that the highest-impact AI research will be big science. At 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 , including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
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.