Head of Commercial Customer Success

Anthropic; Seattle (WA); On-site; USD 140,000 - 200,000; Full time

Job summary

Anthropic is seeking a Manager, Customer Success – Commercial to lead a team of Customer Success Managers covering Commercial accounts, including mid-market and SMB segments. You will develop scalable CS motions to maximize consumption, expansion, and customer value across Claude API, Claude Cowork, and Claude Code products.

You will coach and elevate the team, focus on core CS metrics like expansion, health, retention, and CSAT, and drive strategic engagements with high-impact customers to grow

Responsibilities

• Directly manage and develop a team of ~5 Customer Success Managers across mid-market, PE-backed and SMB accounts (API, Claude Cowork, Claude Code)
• Build scalable success strategies to accelerate consumption, expansion and value realization across the portfolio
• Coach team on CS best practices, including change management, adoption, value realization, and expansion methodologies
• Drive accountability to CS metrics: expansion (consumption growth, cross-sell/upsell), health scores, retention (NRR), and CSAT
• Join strategic customer engagements and escalations to guide major accounts

Skills

People leadership

Customer success

Coaching

Strategic thinking

Job description

Anthropic is seeking a Manager, Customer Success – Commercial to lead a team of Customer Success Managers covering Commercial accounts, including mid-market and SMB segments. You will develop scalable CS motions to maximize consumption, expansion, and customer value across Claude API, Claude Cowork, and Claude Code products.

You will coach and elevate the team, focus on core CS metrics like expansion, health, retention, and CSAT, and drive strategic engagements with high-impact customers to grow