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Anthropic is seeking a Manager of Customer Success for its Beneficial Deployments team, which focuses on building AI for good through partnerships with high-impact organizations in education, public health, life sciences, and economic mobility. In this role, you will lead a team of 4-8 Customer Success Managers while maintaining a player-coach approach by directly managing a few strategic nonprofit accounts. You'll be responsible for developing your team members in customer success best practices, including change management, adoption strategies, value realization, and expansion methodologies tailored to the nonprofit sector.
Key responsibilities include: managing and coaching your CSM team; directly owning strategic accounts and demonstrating best-in-class practices; shaping account strategies that adapt enterprise CS motions to nonprofit realities (budgets, capacity, stakeholder structures); supporting product launches and ensuring partners realize promised value; joining strategic customer engagements with C-level stakeholders; helping develop systems integrator and implementation partner models; serving as a visible voice on AI adoption in the nonprofit sector at industry convenings; building scalable CS processes including success planning frameworks and sector playbooks; partnering with Sales on expansion opportunities; collaborating cross-functionally with Product, Engineering, Partnerships, Marketing, and Policy; contributing to hiring and training as the CS organization scales; establishing an AI-first, innovation-focused team culture; conducting regular 1:1s and performance reviews; serving as escalation point for at-risk accounts; and developing customer advocacy programs.
You should have 7+ years in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience and nonprofit sector experience. You'll need a proven ability to drive measurable customer outcomes, working knowledge of consumption-based and seat-based business models, and a clear understanding of nonprofit operational realities including budget cycles, grant funding, board governance, and resource constraints. A track record of managing and building customer success teams in nonprofit, SaaS, API, or AI/ML companies is preferred.
