Head of Programmatic Customer 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

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.

Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.

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 think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

Workplace and Benefits

Anthropic is a public benefit corporation headquartered in San Francisco.

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