SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 265,000 - 320,000 / annual
Anthropic is seeking a Manager of Customer Success for its Commercial segment. You will lead a team of approximately 5 Customer Success Managers supporting high-growth mid-market technology companies (including cybersecurity and fintech), mid-market organizations in financial services, healthcare, legal and professional services, PE-backed portfolio companies, and a high-volume SMB book. These customers are building on Claude across API, Claude Code, Cowork, and other surfaces.
In this role, you will directly coach and develop your CSM team while maintaining strategic oversight of the highest-impact engagements. You'll be responsible for building scalable customer success motions, processes, and playbooks that support consumption growth, expansion, and value realization across the commercial portfolio.
Key responsibilities include: managing and developing a team of ~5 CSMs; building scalable success strategies to accelerate consumption and expansion; coaching team members on adoption strategies, value realization, and expansion methodologies; driving accountability to core CS metrics (expansion, health scores, NRR, CSAT); joining strategic customer engagements and escalations with C-level executives; building and refining scalable CS processes including success planning frameworks and QBR templates; partnering with Sales and Applied AI on expansion opportunities; collaborating cross-functionally with Product, Engineering, and Marketing; contributing to hiring and onboarding as the CS organization scales; establishing an AI-first, innovation-focused team culture; conducting regular 1:1s and performance reviews; owning portfolio-level planning and forecasting; serving as escalation point for at-risk accounts; developing customer advocacy programs; and championing responsible AI deployment practices.
Anthropics mission is to create reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society. The company operates as a cohesive team focused on large-scale research efforts and values impact, communication, and collaboration.
REQUIREMENTS:
- 7+ years of experience in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience
- Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
- Experience managing large customer portfolios at commercial scale (mid-market, SMB, and PE-backed companies), including high-volume accounts ranging from ~$100K to $10M+ in annual spend
- Strong understanding of consumption-based business models with proven ability to drive adoption, expansion, and value realization across different pricing structures
- Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities
- Strong executive presence and ability to represent Anthropic with customer technical and business leaders
- Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
- Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
- Experience building CS processes, playbooks, and operational frameworks using data to drive outcomes
- Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
- Track record of achieving team targets for expansion, retention, and customer satisfaction
- Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology
- Bachelor's degree or equivalent combination of education, training, and/or experience
- Field of study relevant to the role as demonstrated through coursework, training, or professional experience
