Head of Programmatic Customer Success (AI-Powered & Scalable)

EngineersOfAI; San Francisco (CA); On-site; USD 180,000 - 280,000; Full time

Job summary

Anthropic is seeking a senior leader to design and scale programmatic Customer Success, focusing on digital journeys and activation motions that drive Claude adoption across our customer base.

You will partner with Product, Partnerships, Growth Marketing, and Strategy to move customers from signed contracts to deeply embedded, outcome-centric usage while building AI-powered engagement plays and a practical operating model.

Qualifications

• Proven experience leading programmatic, digital success, lifecycle, or PLG motions at significant scale with ownership of adoption/activation outcomes.
• Experience building scalable systems and programs; started from a blank page before.
• Strong cross-functional instincts for briefs, handoffs, and influencing roadmaps without direct authority.

Responsibilities

• Define the customer journey and moments that matter to drive daily Claude usage and outcomes.
• Define and own the programmatic CS strategy, tiering accounts and motion between tiers as needs evolve.
• Design and ship digital success programs, including lifecycle communications and self-serve onboarding to drive activation.
• Build and run AI-powered engagement plays; collaborate with Product to delineate what lives in product vs. plays.
• Set quality bar and requirements for partner-led activation; maintain feedback loops with Partnerships team.
• Establish metrics framework for programmatic success and identify leading indicators.
• Run rigorous experimentation to understand what motions change customer behavior.
• Hire and lead a small, high-leverage team and align cross-functional partners to the vision.

Skills

Programmatic CS leadership

Lifecycle motions

PLG motions

Data-driven decisions

Cross-functional collaboration

Job description

Anthropic is seeking a senior leader to design and scale programmatic Customer Success, focusing on digital journeys and activation motions that drive Claude adoption across our customer base.

You will partner with Product, Partnerships, Growth Marketing, and Strategy to move customers from signed contracts to deeply embedded, outcome-centric usage while building AI-powered engagement plays and a practical operating model.