Lead, Commercial Customer Success

Anthropic; New York (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

Anthropic is seeking a Manager, Customer Success – Commercial to lead a team of approximately five Customer Success Managers across Commercial accounts and Anthropic products (API, Claude Cowork, Claude Code). You will develop scalable CS motions to accelerate consumption and value realization across the portfolio.

You will coach team members on best practices, drive metrics like expansion, retention, and CSAT, and join strategic engagements to ensure customer success at scale in a fast-growing

Responsibilities

• Directly manage and develop a team of ~5 Customer Success Managers supporting strategic mid-market, PE-backed and SMB accounts across all Anthropic products (API, Claude Cowork, Claude Code)
• Build scalable and agentic success strategies and motions to accelerate consumption, expansion and value realization across the whole commercial portfolio
• Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite
• Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), customer health scores, retention (NRR), and customer satisfaction (CSAT)
• Join strategic customer engagements and escalations, demonstrating

Job description

Anthropic is seeking a Manager, Customer Success – Commercial to lead a team of approximately five Customer Success Managers across Commercial accounts and Anthropic products (API, Claude Cowork, Claude Code). You will develop scalable CS motions to accelerate consumption and value realization across the portfolio.

You will coach team members on best practices, drive metrics like expansion, retention, and CSAT, and join strategic engagements to ensure customer success at scale in a fast-growing