Commercial Customer Success Lead – Growth & Adoption

Anthropic; Boston (MA); On-site; USD 160,000 - 210,000; Full time

Job summary

Anthropic is seeking a Manager, Customer Success – Commercial in Boston to lead a team of Customer Success Managers covering strategic commercial accounts. You will coach, develop, and scale CS motions across Claude API, Claude Cowork, and Claude Code to maximize value and consumption.

You will drive CS metrics, shape playbooks, and own escalation engagements, helping Anthropic expand its footprint in mid-market and SMB segments.

Qualifications

• Experience leading customer success teams.
• Deep product knowledge and customer success acumen.

Responsibilities

• Directly manage and develop a team of ~5 Customer Success Managers supporting strategic mid-market, PE-backed and SMB accounts across Anthropic products (API, Claude Cowork, Claude Code).
• Build scalable and agentic success strategies and motions to accelerate consumption, expansion and value realization across the whole commercial portfolio.
• 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), customer health scores, retention (NRR), and customer satisfaction (CSAT).
• Join strategic customer engagements and escalations, demonstrating leadership.

Skills

People leadership

Customer Success

Strategic thinking

Job description

Anthropic is seeking a Manager, Customer Success – Commercial in Boston to lead a team of Customer Success Managers covering strategic commercial accounts. You will coach, develop, and scale CS motions across Claude API, Claude Cowork, and Claude Code to maximize value and consumption.

You will drive CS metrics, shape playbooks, and own escalation engagements, helping Anthropic expand its footprint in mid-market and SMB segments.