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Anthropic is seeking a Manager of Customer Success for Global Systems Integrators (GSIs) to lead a front-line team managing the company's most complex and highest-leverage customer relationships. You will directly manage and develop a team of 5–8 Customer Success Managers who drive value across Anthropic's entire product portfolio, including Claude Platform, Claude Code, and Claude Cowork, while building and maintaining strategic relationships with flagship GSI and consulting-firm partners.
You'll inherit a partially-formed team and complete the hiring, establishing the plays, frameworks, and operating rhythms that make GSI success repeatable and scalable. GSIs are highly matrixed organizations with multiple practices, service lines, geographies, and stakeholder groups; success requires influence without formal authority at every level. Your team will run Claude Center of Excellence builds, Train-the-Trainer programs, and multi-practice rollouts, and you'll direct what works at one partner into a methodology that works across all of them.
Key responsibilities include directly managing and developing the CS team; owning the hiring plan to build to full strength; coaching team members on GSI-specific practices including navigating matrixed organizations, activating champions across practices, and managing change at firm scale; driving accountability to core CS metrics (expansion, health, retention, CSAT); joining strategic partner engagements and escalations with executive presence; building and refining GSI success methodology including success planning frameworks, QBR templates, Center of Excellence blueprints, and expansion playbooks; partnering with Sales and Partnerships on account strategy and handoffs; collaborating cross-functionally with Product, Engineering, and Marketing to advocate for GSI needs; 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 customers; developing GSI advocacy assets; and championing responsible AI deployment practices.
You should have 7+ years in customer success, account management, or customer-facing roles with 2+ years of front-line management experience. Direct experience with GSIs (Accenture, IBM, Cognizant, TCS, Infosys) and/or Tier 1 consulting firms (McKinsey, BCG, Bain) is required. You'll need a proven track record building customer success teams in SaaS, API, or AI/ML companies; experience managing enterprise-scale customer portfolios with $1M–$100M+ annual contract values; demonstrated ability to drive outcomes in matrixed organizations without formal authority; and strong understanding of both consumption-based and seat-based business models.
