Director, Programmatic Customer Success

Anthropic; New York (NY); Hybrid; USD 365,000 - 435,000; Full time

Job summary

Anthropic is creating a new programmatic Customer Success function to scale Claude adoption across a broad customer base. You will lead this team, reporting to the Head of Strategic Deployments & Success, and partner with Product, Partnerships, Growth Marketing, and Strategy to move customers from signed contracts to deeply embedded, outcome-centric usage.

The role requires proven experience building scalable, programmatic CS programs, a data-driven approach to experimentation, and the ability

Qualifications

• Proven experience leading programmatic, digital success, lifecycle, or PLG motions at significant scale with ownership of activation outcomes.
• Experience building scalable systems and programs from a blank page.
• Strong cross-functional instincts and leadership without direct authority.
• Data-driven decision making and experimentation to prove behavior change.
• Experience hiring and developing teams.

Responsibilities

• Define the customer journey and programmatic CS strategy for enterprise accounts.
• Design and ship digital success programs with lifecycle communications and in-product nudges.
• Build and run AI-powered engagement plays and collaborate with Product to delineate ownership.
• Establish metrics and instrumentation to track activation and usage across tiers.
• Lead a small high-leverage team and align cross-functional partners with the operating model.

Skills

Programmatic CS leadership

Lifecycle/PLG

Cross-functional collaboration

Data-driven experiments

Team management

Job description

Anthropic is creating a new programmatic Customer Success function to scale Claude adoption across a broad customer base. You will lead this team, reporting to the Head of Strategic Deployments & Success, and partner with Product, Partnerships, Growth Marketing, and Strategy to move customers from signed contracts to deeply embedded, outcome-centric usage.

The role requires proven experience building scalable, programmatic CS programs, a data-driven approach to experimentation, and the ability