Manager of Customer Success (Commercial)

Anthropic; Washington; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Fertility benefits

Parental leave

Flexible PTO

Mental health support

Equity packages

Relocation support

Home office stipend

Office meals

Commuter benefits

Education stipend

Job summary

Anthropic seeks a Manager, Customer Success – Commercial to lead our CS team across Commercial accounts, including mid-market, PE-backed and SMB segments, spanning API, Claude Cowork, and Claude Code. You will directly coach ~5 CSMs and shape scalable CS motions to support a growing portfolio.

You will guide strategic engagements, champion responsible AI deployment, and partner with Sales, Applied AI, Product and Marketing to maximize customer value, drive consumption, and expansion.

Qualifications

• 7+ years of experience in customer success, account management, or customer-facing roles.
• 3+ years of front-line management experience.
• Track record of achieving team targets for expansion, retention and customer satisfaction.
• Experience managing large customer portfolios at commercial scale (mid-market, SMB and PE-backed companies) with accounts from ~$100K to $10M+ in annual spend.
• Technical fluency to understand AI/ML products and coach teams on product capabilities across multiple offerings.
• Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology.
• Experience building CS processes, playbooks and operational frameworks, using data to drive outcomes.

Responsibilities

• Lead the Customer Success Managers who cover our Commercial accounts across API, Claude Cowork, and Claude Code.
• Coach a team of ~5 CSMs, develop scalable motions, and oversee high-impact engagements.
• Build scalable CS processes, methodologies, and playbooks that define growth and maturity of the organization.
• Drive team accountability to expansion, health scores, retention (NRR), and CSAT.
• Join strategic customer engagements and escalations with founders and C-level leaders at mid-market and PE-backed companies.
• Partner with Sales and Applied AI to identify expansion opportunities and ensure aligned account strategies.
• Collaborate with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption.
• Contribute to hiring, onboarding, and training to scale the CS organization.
• Establish an AI-first, innovation-focused culture and develop team expertise.

Skills

People leadership

Customer success

Executive presence

Cross-functional collaboration

Strategic thinking

Data-driven decisions

Expansion & retention

Communication with leadership

Change management

Coaching and development

Portfolio management

SaaS/AI/ML familiarity

Job description

• 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
• 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

Benefits

• Comprehensive health, dental, and vision insurance for you and your dependents
• Inclusive fertility benefits via Carrot Fertility
• 22 weeks of paid parental leave
• Flexible paid time off and absence policies
• Mental health support for you and your dependents
• Competitive salary and equity packages
• Optional equity donation matching at a 1:1 ratio, up to 25% of your equity grant
• Retirement plans with competitive matching
• Life and income protection plans
• $500/month flexible wellness and time saver stipend
• Commuter benefits
• Annual education stipend
• Home office stipends
• Relocation support for those moving for Anthropic
• Daily meals and snacks in the office

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