Head of Programmatic Customer Success

Anthropic; New York (NY); Ibrido; USD 365.000 - 435.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Programmatic CS leadership

Lifecycle/PLG

Cross-functional collaboration

Data-driven experiments

Team management

Descrizione del lavoro

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About The Role

Anthropic's Customer Success organization covers our most strategic enterprise accounts through dedicated Customer Success resources, but the majority of our customers will never be reached that way. Programmatic Customer Success is how we close that gap: scalable digital journeys, AI-built engagement plays, and partner-delivered activation motions that drive habitual Claude adoption across a much broader customer base.

This is a new function, and you'd be its first leader. You'll report to the Head of Strategic Deployments & Success and work closely with Product, Partnerships, Growth Marketing, and Strategy to design and operate the system that moves customers from signed contract to deeply embedded, outcome centric usage.

The right person for this role has built something like this before, at real scale, and is genuinely excited to build it again from the ground up with better tools. We anticipate using Claude as a core part of how the team operates, but will supplement with best of breed SaaS products where appropriate.

Key responsibilities

• Define the customer journey and moments that matter along the journey that lead to daily usage of Claude in a way that delivers outcomes for Claude users
• Define and own the programmatic CS strategy: how we tier accounts, what motion each tier receives, and how customers move between them as their needs evolve
• Design and ship digital success programs, including lifecycle communications, in-product nudges and self-serve onboarding in a way that drives activation and habitual usage without human-touch coverage
• Build and run AI-powered engagement plays that extend the team's reach; work with Product to clarify what this team builds versus what lives in the product itself
• Set the quality bar and requirements for partner-led activation, and maintain a tight feedback loop with our Partnerships team who owns the partner ecosystem
• Establish the metrics framework for programmatic success: define what "activated" means at each tier, identify leading indicators, and build the instrumentation to track them
• Run a rigorous experimentation program to understand which motions actually change customer behavior
• Hire and lead a small, high-leverage team while bringing cross-functional partners along on the vision and the operating model

Minimum Qualifications

• Proven experience leading and building programmatic, digital success, lifecycle, or PLG motions at significant scale — with direct ownership of an adoption or activation outcome
• Track record of building scalable systems and programs, not just managing existing ones; you've started from a blank page before
• Strong cross-functional instincts — comfortable writing briefs that other teams execute against, resolving handoff ambiguity, and influencing roadmaps without direct authority
• Data-driven approach to decision-making, including experience designing experiments that distinguish real behavior change from activity metrics
• Experience managing and developing teams

Preferred Qualifications

• Experience spanning more than one of: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS — ideally combined into a single integrated motion
• Hands‑on familiarity with AI‑powered workflows or automation as a force multiplier for a small team
• Background working at a fast‑growing technology company where the playbook was still being written
• Experience with tiered coverage models and designing the handoffs between high-touch and low-touch

Annual Salary

$365,000—$435,000 USD

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

How We're Different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long‑term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues.

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