Director of Commercial Customer Success

Anthropic; Washington; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Fertility benefits

Parental leave

Flexible PTO

Mental health support

Equity packages

Relocation support

Home office stipend

Office meals

Commuter benefits

Education stipend

Job summary

Anthropic seeks a Manager, Customer Success – Commercial to lead our CS team across Commercial accounts, including mid-market, PE-backed and SMB segments, spanning API, Claude Cowork, and Claude Code. You will directly coach ~5 CSMs and shape scalable CS motions to support a growing portfolio.

You will guide strategic engagements, champion responsible AI deployment, and partner with Sales, Applied AI, Product and Marketing to maximize customer value, drive consumption, and expansion.

Qualifications

• 7+ years of experience in customer success, account management, or customer-facing roles.
• 3+ years of front-line management experience.
• Track record of achieving team targets for expansion, retention and customer satisfaction.
• Experience managing large customer portfolios at commercial scale (mid-market, SMB and PE-backed companies) with accounts from ~$100K to $10M+ in annual spend.
• Technical fluency to understand AI/ML products and coach teams on product capabilities across multiple offerings.
• Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology.
• Experience building CS processes, playbooks and operational frameworks, using data to drive outcomes.

Responsibilities

• Lead the Customer Success Managers who cover our Commercial accounts across API, Claude Cowork, and Claude Code.
• Coach a team of ~5 CSMs, develop scalable motions, and oversee high-impact engagements.
• Build scalable CS processes, methodologies, and playbooks that define growth and maturity of the organization.
• Drive team accountability to expansion, health scores, retention (NRR), and CSAT.
• Join strategic customer engagements and escalations with founders and C-level leaders at mid-market and PE-backed companies.
• Partner with Sales and Applied AI to identify expansion opportunities and ensure aligned account strategies.
• Collaborate with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption.
• Contribute to hiring, onboarding, and training to scale the CS organization.
• Establish an AI-first, innovation-focused culture and develop team expertise.

Skills

People leadership

Customer success

Executive presence

Cross-functional collaboration

Strategic thinking

Data-driven decisions

Expansion & retention

Communication with leadership

Change management

Coaching and development

Portfolio management

SaaS/AI/ML familiarity

Job description

Anthropic seeks a Manager, Customer Success – Commercial to lead our CS team across Commercial accounts, including mid-market, PE-backed and SMB segments, spanning API, Claude Cowork, and Claude Code. You will directly coach ~5 CSMs and shape scalable CS motions to support a growing portfolio.

You will guide strategic engagements, champion responsible AI deployment, and partner with Sales, Applied AI, Product and Marketing to maximize customer value, drive consumption, and expansion.