Manager, Customer Success

Screendesk; Greater London; Hybrid; GBP 112,000 - 172,000; Full time

Benefits offered by this job

Competitive compensation

Equity donation matching

Generous vacation & parental leave

Flexible working hours

Job summary

Anthropic is seeking a Manager of Customer Success to lead our EMEA front-line team. You will coach 5-8 CSMs, oversee enterprise accounts across API, Claude.ai, and Claude Code, and drive value through adoption, expansion, and high-ROI engagements.

You will collaborate with Sales, Product, and Marketing to build scalable CS processes, mentor staff, and set the standard for responsible AI deployment across Fortune 500 customers.

Qualifications

• 7+ years of experience in customer success, account management, or customer-facing roles.
• 2+ years of front-line management experience.
• Experience building CS teams in SaaS, API, or AI/ML companies.
• Experience managing enterprise portfolios with large ACVs.
• Technical fluency to understand AI/ML products and coach teams.
• Strong executive presence with customer and business leaders.
• Proven ability to drive adoption, expansion, and value realization.

Responsibilities

• Directly manage and develop a team of 5-8 CSMs across API, Claude.ai, and Claude Code.
• Coach team on CS best practices, adoption strategies, and expansion methodologies.
• Drive core CS metrics: expansion, health scores, retention, and CSAT.
• Join strategic customer engagements and escalations with C-level stakeholders.
• Build and refine scalable CS processes, playbooks, and templates.
• Partner with Sales to identify expansion opportunities and ensure alignment.
• Collaborate with Product, Engineering, and Marketing to advocate for customer needs.
• Contribute to hiring, onboarding, and training initiatives for CS.

Skills

Customer success

Account management

Leadership

SaaS

AI/ML products

Executive presence

Education

Bachelor's degree

Job description

Anthropic's mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

As a Manager of Customer Success at Anthropic, you'll be our first EMEA front-line leader managing our EMEA Customer Success Managers who drive value across our entire product portfolio—including API, Claude.ai, and Claude Code. You'll directly coach and develop a team of 5-8 CSMs while maintaining strategic oversight of high-impact customer engagements. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint across enterprise accounts. You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization.

Responsibilities:

• Directly manage and develop a team of 5-8 Customer Success Managers supporting strategic enterprise accounts across all Anthropic products (API, Claude.ai, Claude Code)
• Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite
• Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), 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 to identify expansion opportunities, facilitate smooth handoffs, 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, improving team processes and deepening team hands-on expertise
• 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 within your team's portfolio
• 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

You may be a good fit if you have:

• 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 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

Logistics

Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience.
Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

How we're different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process