Strategic Customer Success Leader - Enterprise AI

Anthropic; Seattle (WA); Hybrid; USD 265,000 - 320,000; Full time

Benefits offered by this job

Visa sponsorship available

Job summary

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech to lead a team of 5-10 Customer Success Managers serving strategic consumer tech accounts across API, Claude.ai, Claude Code, and more. You will coach, scale CS processes, and drive expansion with Fortune 500 clients while aligning with Sales, Product, and Engineering.

You will guide the team on adoption, value realization, and cross-sell opportunities, owning portfolio planning and renewal risk.

Qualifications

• Bachelor’s degree or equivalent
• Field relevant to the role
• Experience leading customer success teams in enterprise SaaS/AI/ML

Responsibilities

• Directly manage and develop a team of 5-10 Customer Success Managers supporting strategic enterprise accounts across Anthropic products
• Coach team members on CS best practices, adoption strategies, value realization, and expansion methodologies
• Drive team accountability to core CS metrics: expansion, health scores, retention, and CSAT
• Join strategic customer engagements and engage with Fortune 500 stakeholders
• Build scalable CS processes, success planning, QBR templates, and expansion playbooks
• 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 as the CS organization scales
• Establish an AI-first, innovation-focused team culture and optimize team processes
• Conduct regular 1:1s, performance reviews, and career development for direct reports
• Own portfolio planning and renewals risk mitigation and expansion pipelines
• Serve as escalation point for at-risk accounts and complex situations
• Develop customer advocacy programs and reference architecture
• Champion responsible AI deployment with customers and represent Anthropic's values

Skills

People leadership

Customer success

SaaS

Executive presence

Coaching teams

Account management

Strategic storytelling

Education

Bachelor's degree

Job description

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech to lead a team of 5-10 Customer Success Managers serving strategic consumer tech accounts across API, Claude.ai, Claude Code, and more. You will coach, scale CS processes, and drive expansion with Fortune 500 clients while aligning with Sales, Product, and Engineering.

You will guide the team on adoption, value realization, and cross-sell opportunities, owning portfolio planning and renewal risk.