Manager, Customer Success – Strategic Consumer Tech

About the role

As Manager, Customer Success – Strategic Consumer Tech at Anthropic, you will lead a team of 5‑10 Customer Success Managers serving strategic consumer‑technology accounts that build on Claude across API, Claude Code, Cowork and other surfaces. You will coach the team, oversee high‑impact engagements, and shape scalable processes that drive adoption, expansion and customer satisfaction.

Key responsibilities

• Directly manage and develop a team of 5‑10 CSMs supporting strategic enterprise accounts across all Anthropic products.
• Coach team members on best practices such as change management, value realization and expansion methodologies.
• Drive accountability to core CS metrics including expansion, health scores, NRR and CSAT.
• Participate in strategic customer engagements and escalations with C‑level stakeholders at Fortune 500 companies.
• Build and refine scalable CS processes, success‑planning frameworks, 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.
• Lead hiring, onboarding and training initiatives as the CS organization scales.
• Conduct regular 1:1s, performance reviews and career development planning for direct reports.
• Own portfolio planning, renewal risk mitigation and expansion pipeline development.

Required profile

• 7+ years of experience in customer success, account management or related customer‑facing roles, with at least 2 years of front‑line management.
• Proven track record building and leading CS teams in SaaS, API or AI/ML companies.
• Experience managing enterprise‑scale customer portfolios with $1M‑$100M+ annual contract values.
• Strong understanding of consumption‑based business models and ability to drive adoption and expansion.
• Technical fluency with AI/ML products and ability to navigate technical conversations.
• Executive presence and ability to represent Anthropic with senior business and technical leaders.
• Demonstrated ability to coach CS professionals and improve team performance against KPIs.
• Passion for responsible AI development and helping customers transform their businesses.

Required skills

• AI/ML product knowledge
• SaaS platform expertise
• API integration experience
• Understanding of consumption‑based business models