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Salary: USD 365,000 - 435,000 / annual
Anthropic is seeking a Head of Programmatic Customer Success to build and lead a new function focused on scalable, digital-first customer success motions. This is a founding leadership role reporting to the Head of Strategic Deployments & Success.
You will design and operate the system that moves customers from signed contract to deeply embedded, outcome-centric usage of Claude. The programmatic CS function bridges the gap between high-touch enterprise customer success and the broader customer base through scalable digital journeys, AI-powered engagement plays, and partner-delivered activation motions.
Key responsibilities include:
- Define the customer journey and critical moments that drive daily Claude usage and customer outcomes
- Own the programmatic CS strategy: account tiering, motion design by tier, and customer progression as needs evolve
- Design and ship digital success programs including lifecycle communications, in-product nudges, and self-serve onboarding that drive activation without human touch
- Build and run AI-powered engagement plays that extend team reach; collaborate with Product on scope boundaries
- Set quality standards and requirements for partner-led activation; maintain feedback loops with the Partnerships team
- Establish metrics framework for programmatic success: define activation at each tier, identify leading indicators, build instrumentation
- Run rigorous experimentation program to validate which motions change customer behavior
- Hire and lead a small, high-leverage team while bringing cross-functional partners into the vision and operating model
Anthropics mission is to create reliable, interpretable, and steerable AI systems. The company is a fast-growing group of researchers, engineers, policy experts, and business leaders working on beneficial AI.
Requirements:
- Proven experience leading and building programmatic, digital success, lifecycle, or PLG motions at significant scale with direct ownership of adoption or activation outcomes
- Track record of building scalable systems and programs from scratch, not just managing existing ones
- Strong cross-functional instincts: comfortable writing briefs for other teams, resolving handoff ambiguity, influencing roadmaps without direct authority
- Data-driven decision-making approach, including experience designing experiments that distinguish real behavior change from activity metrics
- Experience managing and developing teams
Preferred qualifications:
- Experience spanning multiple areas: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS—ideally integrated into a single motion
- Hands-on familiarity with AI-powered workflows or automation as a force multiplier for small teams
- Background at fast-growing technology companies where playbooks were still being written
- Experience with tiered coverage models and designing handoffs between high-touch and low-touch
Minimum education: Bachelor's degree or equivalent combination of education, training, and professional experience in a field relevant to the role.
