Manager of Customer Success (Strategic Consumer Tech)

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

Benefits offered by this job

Health insurance

Parental leave

Flexible PTO

Mental health support

Competitive salary

Equity grants

Equity matching

Retirement plans

Life insurance

Wellness stipend

Commuter benefits

Education stipend

Home office stipend

Relocation support

Office meals

Job summary

Anthropic in the United States is seeking a Manager, Customer Success – Strategic Consumer Tech to lead a team of Customer Success Managers focused on strategic enterprise accounts. You will guide growth across API, Claude.ai, Claude Code, and related surfaces, coaching your team to maximize value, adoption, and expansion.

You will build scalable CS processes, own renewal risk mitigation, and collaborate with Sales, Applied AI, Product, and Engineering to advocate for customer needs and ensure

Qualifications

• Track record of achieving team targets for expansion, retention and customer satisfaction.
• Experience managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values.
• Strong understanding of consumption-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures.
• 7+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience.
• Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies.
• Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes.
• Strong executive presence and ability to represent Anthropic with customer technical and business leaders.
• Passion for responsible AI development and helping customers transform their businesses with cutting‑edge technology.
• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings.
• Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes.

Responsibilities

• Lead and coach 5-10 Customer Success Managers covering strategic enterprise accounts.
• Develop scalable CS processes, playbooks, and QBR templates.
• Own portfolio planning, forecasting, and renewal risk mitigation.
• Collaborate with Sales and Applied AI to identify expansion opportunities.
• Partner with Product, Engineering, and Marketing to drive product adoption.
• Represent Anthropic with executive customers and manage escalations.
• Hire, onboard, and train CS team members.

Skills

Team leadership

Enterprise CS

Strategic thinking

Customer expansion

Executive presence

AI/ML awareness

Coaching & mentoring

KPIs & performance

Data-driven decisions

Job description

• As Manager, Customer Success – Strategic Consumer Tech, you’ll lead the Customer Success Managers who cover our strategic consumer technology accounts, fast-moving consumer technology companies building on Claude across API, Claude Code, Cowork and other surfaces
• You’ll directly coach and develop a team of 5-10 CSMs 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 enterprise 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 5-10 Customer Success Managers supporting strategic enterprise accounts across all Anthropic products (API, Claude.ai, Claude Code)
• 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 C-level stakeholders at Fortune 500 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 customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
• Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
• Strong understanding of consumption-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
• Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
• 7+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience
• Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
• Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
• Strong executive presence and ability to represent Anthropic with customer technical and business leaders
• Passion for responsible AI development and helping customers transform their businesses with cutting‑edge technology
• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
• Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
• We encourage you to apply even if you do not believe you meet every single qualification