Strategic Enterprise CS Manager — AI Growth

Anthropic; New York (NY); Hybrid; USD 265,000 - 320,000; Full time

Benefits offered by this job

Equity donation matching

Generous vacation and parental leave

Flexible working hours

Nice office space

Job summary

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech to lead the Customer Success Managers supporting strategic enterprise accounts across API, Claude.ai, Claude Code and other surfaces. You will coach a team of 5–10 CSMs while guiding high-impact engagements with executive stakeholders.

This role requires strong people leadership, deep product knowledge, and the ability to build scalable CS processes, drive adoption and expansion, and partner with Sales and Applied AI to

Qualifications

• 7+ years of experience in customer success or related roles with 2+ years of front-line management.
• Experience building and leading customer success teams in SaaS, API, or AI/ML.
• Experience managing enterprise accounts with large ACVs.
• Technical fluency to discuss AI/ML products and coach teams.
• Strong executive presence and stakeholder management.

Responsibilities

• 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

Skills

Customer Success Leadership

SaaS/API/AI/ML Experience

Enterprise Account Management

Executive Communication

Data-driven Decision Making

Education

Bachelor's degree

Job description

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech to lead the Customer Success Managers supporting strategic enterprise accounts across API, Claude.ai, Claude Code and other surfaces. You will coach a team of 5–10 CSMs while guiding high-impact engagements with executive stakeholders.

This role requires strong people leadership, deep product knowledge, and the ability to build scalable CS processes, drive adoption and expansion, and partner with Sales and Applied AI to