Lead, Commercial Customer Success

Anthropic; Washington, Baltimore (District of Columbia, MD); Vor Ort; USD 140.000 - 190.000; Vollzeit

Zusammenfassung

Anthropic in Washington, DC seeks a Manager, Customer Success – Commercial to lead a team of ~5 CSMs covering mid‑market and SMB accounts across Anthropic products. You will scale CS motions, drive consumption and expansion, and ensure strategic oversight of high‑impact engagements.

The role emphasizes people leadership, deep product knowledge, and the ability to build scalable processes, playbooks, and metrics to maximize customer value and retention across the commercial portfolio.

Aufgaben

• 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

Jobbeschreibung

Anthropic in Washington, DC seeks a Manager, Customer Success – Commercial to lead a team of ~5 CSMs covering mid‑market and SMB accounts across Anthropic products. You will scale CS motions, drive consumption and expansion, and ensure strategic oversight of high‑impact engagements.

The role emphasizes people leadership, deep product knowledge, and the ability to build scalable processes, playbooks, and metrics to maximize customer value and retention across the commercial portfolio.