Strategic Enterprise Customer Success Manager

Anthropic; San Francisco (CA); Hybrid; USD 265,000 - 320,000; Full time

Benefits offered by this job

Competitive compensation

Equity donation matching

Generous vacation and parental leave

Flexible working hours

Office space in SF

Job summary

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech in San Francisco. You will lead a team of 5–10 CSMs serving strategic enterprise accounts across our API and Claude surfaces, coaching on best practices, adoption, and expansion techniques to maximize value.

You will guide cross-functional collaboration with Sales, Product, and Engineering to ensure customer needs are met, reduce churn, and grow consumption across Fortune 500 partnerships.

Qualifications

• 7+ years of experience in customer success, account management, or customer-facing roles
• 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 managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
• Strong executive presence and ability to represent Anthropic with customer technical and business leaders
• Strong business acumen with ability to articulate value and drive customer business outcomes

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, customer health scores, retention (NRR), and 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 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 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 and reference architecture development
• Champion responsible AI deployment practices with customers and represent Anthropic's values in all interactions

Skills

Customer Success

Leadership

Enterprise Accounts

Strategic Thinking

Executive Communication

Education

Bachelor’s degree

Job description

Anthropic is seeking a Manager, Customer Success – Strategic Consumer Tech in San Francisco. You will lead a team of 5–10 CSMs serving strategic enterprise accounts across our API and Claude surfaces, coaching on best practices, adoption, and expansion techniques to maximize value.

You will guide cross-functional collaboration with Sales, Product, and Engineering to ensure customer needs are met, reduce churn, and grow consumption across Fortune 500 partnerships.