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Salary: USD 265,000 - 320,000 / annual
Anthropic is seeking a Manager of Customer Success for its Cyber segment. In this role, you will lead a team of 5–10 Customer Success Managers who support cybersecurity vendors (security, identity, cloud, data protection, and observability companies) building on Claude across API, Claude Code, Cowork, and other surfaces. You will combine exceptional people leadership with deep product knowledge, cybersecurity domain expertise, and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding Anthropic's footprint across enterprise accounts.
Key responsibilities include:
- Directly manage and develop a team of 5–10 CSMs supporting strategic cybersecurity accounts across all Anthropic products
- Coach team members on customer success best practices, including change management, adoption strategies, value realization, and expansion methodologies
- Provide cybersecurity subject matter expertise to customers and CSMs; bring domain knowledge of security operations, detection and response, identity, cloud, and data protection to engagements
- Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell), customer health scores, retention (NRR), and customer satisfaction (CSAT)
- Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at leading cybersecurity companies
- Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
- Partner closely with Sales to identify expansion opportunities and ensure aligned account strategies
- Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
- Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales
- Establish and nurture an AI-first, innovation-focused team culture
- Conduct regular 1:1s, performance reviews, and career development planning for direct reports
- Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion pipeline development
- Serve as escalation point for at-risk accounts and complex customer situations
- Develop customer advocacy programs including case studies, testimonials, and reference architecture development
- Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions
Requirements:
- 7+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience
- Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
- Cybersecurity experience: time spent working with or inside cybersecurity companies, or in a security-adjacent domain (security operations, detection and response, identity, cloud, or data security), with fluency to act as a credible subject matter expert for cyber customers and your team
- Experience managing customer portfolios at enterprise scale, including accounts with $1M–$100M+ annual contract values
- Strong understanding of both consumption-based and seat-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 across multiple offerings
- 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 team and customer 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
