Senior Manager, Customer Success — Commercial (AI-First)

Anthropic

San Francisco (CA)

Hybrid

USD 265,000 - 320,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation and benefits

Optional equity donation matching

Generous vacation and parental leave

Flexible working hours

Office in San Francisco

Job summary

Anthropic in San Francisco is seeking a Manager, Customer Success – Commercial to lead a team of ~5 Customer Success Managers overseeing strategic mid-market, PE-backed and SMB accounts across API, Claude Cowork, Claude Code. You will shape scalable CS motions, coach teams, and partner with Sales and Applied AI to drive adoption and value realization.

The role demands 7+ years in customer success with 3+ years of front-line management, a proven track record building SaaS CS teams, and experience

Qualifications

7+ years in customer success or related roles with 3+ years of front-line management
Proven track record building CS teams in SaaS/API/AI/ML
Experience managing large commercial portfolios (mid-market/SMB/PE-backed)

Responsibilities

Directly manage and develop a team of ~5 CSMs covering strategic mid-market, PE-backed and SMB accounts across Anthropic products
Build scalable CS strategies to accelerate consumption and expansion
Coach teams on best practices, value realization, and adoption across product suite
Drive core CS metrics: expansion, health scores, retention, CSAT
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
Contribute to hiring, onboarding and training within CS organization
Establish AI-first culture and scalable CS processes