Head of AI-Driven Programmatic Success

Anthropic; San Francisco (CA); Hybrid; USD 365,000 - 435,000; 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 senior leader to architect and run programmatic Customer Success at scale. You will define the customer journey, tiered activation motions, and AI-powered engagement plays that drive habitual Claude usage across a broad customer base.

You will partner with Product, Partnerships, Growth Marketing, and Strategy to move customers from signed contracts to deeply embedded, outcome-centric usage at scale. Experience building scalable CS programs is essential.

Qualifications

• Proven experience leading programmatic, digital success, lifecycle, or PLG motions at scale with adoption outcomes.
• Strong track record building scalable systems and programs; started from a blank page before.
• Data-driven decision making; experience designing experiments that distinguish real behavior change from activity metrics.
• Experience managing and developing teams.

Responsibilities

• Define customer journey and key moments leading to daily Claude usage for outcomes.
• Define and own the programmatic CS strategy, including tiering and motion per tier.
• Design and ship digital success programs, including lifecycle communications and in-product nudges.
• Build and run AI-powered engagement plays; coordinate with Product on what lives in product vs. plays.
• Set quality standards for partner-led activation; maintain feedback with Partnerships team.
• Establish metrics framework for programmatic success and leading indicators.
• Run rigorous experiments to understand which motions drive behavior change.
• Hire and lead a small, high-leverage team with cross-functional partners.

Skills

Programmatic CS

Lifecycle/PLG motions

Cross-functional leadership

Experiment design

Team management

Education

Bachelor's degree or equivalent

Job description

Anthropic is seeking a senior leader to architect and run programmatic Customer Success at scale. You will define the customer journey, tiered activation motions, and AI-powered engagement plays that drive habitual Claude usage across a broad customer base.

You will partner with Product, Partnerships, Growth Marketing, and Strategy to move customers from signed contracts to deeply embedded, outcome-centric usage at scale. Experience building scalable CS programs is essential.