Manager, Customer Success - Commercial

Anthropic; New York (NY); Hybrid; USD 265,000 - 320,000; Full time

Benefits offered by this job

Equity donation matching

Generous vacation

Parental leave

Flexible working hours

Office space

Job summary

Anthropic is seeking a Manager, Customer Success – Commercial to lead and coach a team of ~5 CSMs across Commercial accounts. You will build scalable motions to support the portfolio, drive consumption and expansion, and shape CS playbooks for scalable growth.

You will partner with Sales and Applied AI to identify opportunities, mentor your team in best practices, and coordinate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and outcomes.

Qualifications

• 7+ years in customer success or account management, with 3+ years of frontline management.
• Proven track record of building CS teams in SaaS, API, or AI/ML companies.
• Experience managing large portfolios (mid-market, SMB, PE-backed) with high spend.
• Understanding of consumption-based business models and driving adoption.
• Technical fluency to understand AI/ML products and coach teams.

Responsibilities

• Directly manage and develop a team of Customer Success Managers across Commercial accounts.
• Build scalable strategies to accelerate consumption and expansion.
• Coach team on CS best practices, change management, and value realization.
• Drive core CS metrics: expansion, health scores, retention, CSAT.
• Engage with executives at high-growth mid-market and PE-backed companies.
• Develop CS processes, playbooks, and onboarding/training initiatives.
• Collaborate with Sales and AI teams to identify expansion opportunities.
• Partner with Product/Engineering/Marketing to advocate for customer needs.
• Own portfolio planning, renewal risk mitigation, and expansion pipeline.

Skills

Team leadership

SaaS experience

Account management

AI/ML familiarity

Executive presence

Education

Bachelor's degree

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 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

As Manager, Customer Success – Commercial, you'll lead the Customer Success Managers who cover our Commercial accounts: high-growth mid-market technology companies (including cybersecurity and fintech), mid-market organizations in industries such as financial services, healthcare, legal and professional services, private equity-backed portfolio companies, and a high-volume SMB book, all building on Claude across API, Claude Code, Cowork and other surfaces. You'll directly coach and develop a team of ~5 CSMs, develop scalable motions to support the broader portfolio, while keeping strategic oversight of the highest-impact engagements in the segment. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint across commercial accounts. You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization.

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 executive presence with founders, C-level and functional leaders at high-growth mid-market and PE-backed companies
• Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
• Partner closely with Sales and Applied AI to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
• Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
• Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales
• Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team hands‑on expertise
• Conduct regular 1:1s, performance reviews, and career development planning for direct reports
• Own portfolio‑level planning and forecasting, including renewal risk mitigation and expansion pipeline development
• Serve as escalation point for at‑risk accounts and complex customer situations within your team's portfolio
• Develop customer advocacy programs including case studies, testimonials, and reference architecture development
• Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions

You May Be a Good Fit If You Have

• 7+ years of experience in customer success, account management, or customer‑facing roles, with 3+ years of front‑line management experience
• Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
• Experience managing large customer portfolios at commercial scale (mid-market, SMB and PE‑backed companies), including a high volume of accounts ranging from ~$100K to $10M+ in annual spend
• Strong understanding of consumption‑based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
• Strong executive presence and ability to represent Anthropic with customer technical and business leaders
• Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
• Ability to balance strategic thinking with tactical execution and context‑switch between coaching, customer engagement, and operational planning
• Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
• Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
• Track record of achieving team targets for expansion, retention and customer satisfaction
• Passion for responsible AI development and helping customers transform their businesses with cutting‑edge technology

Annual Salary

$265,000—$320,000 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.

Your safety matters to us.

To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.

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.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. 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.

Guidance on Candidates' AI Usage:

Learn about our policy for using AI in our application process.