Customer Success Manager • Lead

Who you are

You have a proven track record in customer success management, ideally with experience in leading teams and driving customer engagement strategies. Your leadership style emphasizes coaching and developing team members to excel in their roles, ensuring they are equipped with the best practices for customer success. You possess deep product knowledge and understand how to leverage it to maximize customer value and drive consumption across enterprise accounts.

Your experience includes managing customer success metrics and developing methodologies that enhance customer health and satisfaction. You are adept at identifying opportunities for expansion and cross-selling, and you thrive in environments where you can influence and implement scalable processes. You are a strategic thinker who can balance immediate customer needs with long-term organizational goals.

What you'll do

As the Manager of Customer Success at Anthropic, you will directly manage and develop a team of 5-8 Customer Success Managers. Your primary responsibility will be to coach your team on best practices in customer success, including change management and adoption strategies. You will oversee high-impact customer engagements, ensuring that your team drives value across all Anthropic products, including API, Claude.ai, and Claude Code.

You will be instrumental in building scalable customer success processes and playbooks that define how the organization grows and matures. Your role will involve setting accountability to core customer success metrics, focusing on consumption growth and identifying cross-sell and upsell opportunities. You will collaborate closely with other departments to ensure a cohesive approach to customer success and satisfaction.

What we offer

Anthropic provides a competitive compensation package along with benefits that support work-life balance, including generous vacation and parental leave. You will have the opportunity to work in a collaborative office environment in San Francisco, where you can engage with a diverse team of researchers, engineers, and business leaders. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.