Strategic CS Manager – Enterprise AI & Consumer Tech

Anthropic; Boston (MA); Hybrid; USD 265,000 - 320,000; Full time

Benefits offered by this job

Equity donation matching

Generous vacation

Parental leave

Flexible working hours

Job summary

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech in the US to lead a team of 5-10 Customer Success Managers managing strategic accounts across Anthropic products. You will coach the team, drive adoption, expansion, and customer value while aligning with sales and product teams to maximize ARR and CSAT.

You will balance strategic leadership with hands-on coaching, ownership of portfolio metrics, and collaboration across product, engineering and marketing to advance AI

Qualifications

• 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 building CS teams in SaaS, API, or AI/ML companies.
• Experience managing enterprise accounts and large ARR.
• Strong understanding of consumption-based business models and ROI.
• Technical fluency to discuss AI/ML products with engineers and executives.
• Executive presence and ability to represent Anthropic with leaders.

Responsibilities

• Directly manage and develop a team of 5-10 Customer Success Managers across strategic enterprise accounts.
• Coach team members on CS best practices including adoption strategies and value realization.
• Drive team metrics: expansion, health scores, retention, and CSAT.
• Engage with C-level stakeholders at Fortune 500 accounts.
• Build scalable CS processes, playbooks, and QBR templates.
• Collaborate with Sales and Applied AI to identify expansion opportunities.
• Partner with Product, Engineering and Marketing to advocate for customer needs.
• Contribute to hiring, onboarding and training for CS orgs.
• Establish an AI-first team culture and improve processes.
• Conduct regular 1:1s, performance reviews and career planning.
• Own portfolio planning, renewal risk mitigation and expansion pipelines.
• Serve as escalation point for at-risk accounts and complex situations.
• Develop customer advocacy programs and reference architectures.
• Champion responsible AI deployment with customers.

Skills

People leadership

Customer success

Strategic planning

Executive presence

SaaS / AI/ML domain

Stakeholder management

Education

Bachelor's degree

Job description

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech in the US to lead a team of 5-10 Customer Success Managers managing strategic accounts across Anthropic products. You will coach the team, drive adoption, expansion, and customer value while aligning with sales and product teams to maximize ARR and CSAT.

You will balance strategic leadership with hands-on coaching, ownership of portfolio metrics, and collaboration across product, engineering and marketing to advance AI