Customer Success Manager – Commercial

About the role

As Manager, Customer Success – Commercial at Anthropic, you will lead a team of about five Customer Success Managers serving mid‑market, private‑equity‑backed and SMB commercial accounts across Anthropic’s AI product suite (API, Claude Cowork, Claude Code, etc.). You will coach the team, build scalable success processes and drive adoption, expansion and customer satisfaction.

Key responsibilities

• Directly manage and develop a team of ~5 CSMs covering strategic mid‑market, PE‑backed and SMB accounts.
• Build scalable success strategies and motions to accelerate consumption, expansion and value realization.
• Coach team members on best practices, change management, adoption and expansion methodologies.
• Drive accountability to core CS metrics such as expansion, health scores, NRR and CSAT.
• Participate in strategic customer engagements and escalations with C‑level leaders.
• Develop and refine CS processes, success planning frameworks, QBR templates and expansion playbooks.
• Partner with Sales, Applied AI, Product, Engineering and Marketing to identify expansion opportunities and ensure smooth handoffs.
• Lead hiring, onboarding and training initiatives as the CS organization scales.

Required profile

• 7+ years of experience in customer success, account management or related customer‑facing roles, with at least 3 years of front‑line management.
• Proven track record building and leading CS teams in SaaS, API or AI/ML companies.
• Experience managing large commercial portfolios (mid‑market, SMB, PE‑backed) with annual spend from ~$100K to $10M+.
• Strong understanding of consumption‑based business models and ability to drive adoption and expansion.
• Technical fluency with AI/ML products and ability to coach teams on product capabilities.
• Executive presence and ability to engage with C‑level and functional leaders.

Required skills

• Deep knowledge of customer success methodologies, change management and expansion playbooks.
• Experience with consumption‑based metrics (NRR, CSAT, health scores).
• Ability to build scalable CS processes, success planning frameworks and QBR templates.

What we offer

• Annual total compensation (base + OTE) between $265,000 and $320,000 USD.
• Hybrid work model – minimum 25 % office presence, with flexibility for additional onsite time.
• Visa sponsorship available for eligible candidates.