Head of Customer Success, Strategic Tech Accounts

Anthropic; Washington, Baltimore (District of Columbia, MD); Hybrid; USD 265,000 - 320,000; Full time

Job summary

Anthropic seeks a Manager, Customer Success – Strategic Consumer Tech to lead a team of 5–10 CSMs serving strategic enterprise accounts across API, Claude.ai, Claude Code. You will coach and develop your team, maximize customer value, and expand our footprint while shaping scalable CS processes.

You will own portfolio planning, collaborate with Product/Engineering/Marketing, and mentor staff to deliver strong customer outcomes in a hybrid work environment.

Qualifications

• 7+ years in customer success or account management with 2+ years of frontline management
• Proven track record building CS teams in SaaS/AI/ML
• Experience managing enterprise portfolios with large ACVs
• Strong understanding of consumption-based business models
• Technical fluency to discuss AI/ML products and adoption strategies
• Executive presence and ability to represent Anthropic with senior stakeholders
• Ability to develop CS processes, playbooks, and operational frameworks

Responsibilities

• Directly manage and develop a team of 5-10 Customer Success Managers supporting strategic enterprise accounts across Anthropic products
• Coach team on CS best practices, adoption strategies, value realization, and expansion methodologies
• Drive team accountability to expansion, health scores, retention, and CSAT
• Join strategic engagements with executive stakeholders at Fortune 500 companies
• Build scalable CS processes including planning frameworks, QBR templates, and expansion playbooks
• 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
• Contribute to hiring, onboarding, and training of CS organization
• Foster AI-first, innovation-focused team culture and hands-on expertise
• Conduct regular 1:1s, performance reviews, and career development planning for direct reports
• Own portfolio-level forecasting including renewal risk mitigation and expansion pipeline
• Serve as escalation point for at-risk accounts and complex situations
• Develop customer advocacy programs including case studies and references
• Champion responsible AI deployment practices with customers

Skills

Customer success

Team management

Enterprise accounts

SaaS/AI/ML

Education

Bachelor’s degree

Job description

Anthropic seeks a Manager, Customer Success – Strategic Consumer Tech to lead a team of 5–10 CSMs serving strategic enterprise accounts across API, Claude.ai, Claude Code. You will coach and develop your team, maximize customer value, and expand our footprint while shaping scalable CS processes.

You will own portfolio planning, collaborate with Product/Engineering/Marketing, and mentor staff to deliver strong customer outcomes in a hybrid work environment.