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Salary: USD 265,000 - 320,000 / annual
Anthropic is seeking a Manager of Customer Success for Strategic Consumer Tech to lead a team of 5-10 Customer Success Managers supporting strategic enterprise accounts building on Claude across API, Claude Code, Cowork, and other surfaces. This is a people-management role combining leadership, product expertise, and customer success acumen.
Key Responsibilities:
- Directly manage and develop a team of 5-10 CSMs supporting strategic enterprise accounts across all Anthropic products (API, Claude.ai, Claude Code)
- Coach team members on customer success best practices including change management, adoption strategies, value realization, and expansion methodologies
- 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 Fortune 500 companies
- Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
- Partner closely with Sales and Applied AI 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
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
- Experience managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
- 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 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
- Field of study relevant to the role as demonstrated through coursework, training, or professional experience
