Customer Success Manager, Scaled at Anthropic

On-site - New York City, NY; San Francisco, CA; Seattle, WA

Anthropic seeks a Customer Success Manager, Scaled to drive large‑scale, digital‑first customer engagements across Claude Enterprise, Claude Code, and API products. The role focuses on scaling customer success, building AI‑powered processes, and collaborating cross‑functionally to enhance adoption, retention, and expansion.

Requirements

Skills

3‑5+ years in customer‑facing roles such as Customer Success, Customer Marketing, or Account Management or Consulting— with experience managing a high volume of accounts or building scaled programs
Experience with digital‑first or tech‑touch customer engagement: built or executed one‑to‑many programs including email campaigns, webinars, customer communities, or automated customer journeys
Systems thinking and process orientation: naturally asks "how might we scale this?" and has experience building repeatable playbooks, templates, and frameworks that work across diverse customer types
Data‑driven mindset: comfortable analyzing customer health metrics, product usage data, and program effectiveness to make decisions and optimize approaches
Technical aptitude and AI enthusiasm: quickly masters complex products, translates technical concepts across audiences, and is genuinely excited about responsible AI’s potential to transform business; committed to helping customers adopt Claude safely and effectively
Excellent communication skills: can create compelling written content for customer programs and communicate effectively with stakeholders at all levels
Comfortable building in ambiguity: thrives creating structure where none exists, iterating quickly based on learnings, and adapting as the business grows

Responsibilities

Own scaled customer engagement for a large portfolio of Commercial and Enterprise accounts, managing customers through timebound, digital‑first touchpoints that drive activation, consumption, retention, and expansion across Claude Enterprise, Claude Code, and API products
Execute timebound strategic human touchpoints at key moments—customer activation, expansion discussions, renewal conversations, risk interventions—to ensure high‑impact interactions when customers need them most
Provide technical guidance by developing deep product expertise to guide implementation decisions, advise on safe, impactful adoption of new features, and translate AI capabilities into business value for audiences from developers to executives
Channel customer voice back to Product and leadership by aggregating insights from digital interactions, surveys, and community engagement to influence roadmap and improve customer experience
Partner cross‑functionally with Marketing on customer campaigns, Sales on handoffs and growth, Product on adoption‑driving features, and Customer Success on playbook development and optimization
Triage and prioritize across a pooled book, working from a shared queue of engagement requests across a large customer pool, ramping quickly on unfamiliar accounts, ruthlessly prioritizing through a business‑impact lens, and maintaining quality across high concurrent volume
"Claudify" customer touch points by designing and implementing AI‑powered processes that enhance the customer experience—using Claude to personalize communications, automate repetitive tasks, and deliver proactive insights at scale
Design and execute one‑to‑many programs including email campaigns, webinars, office hours, and digital content that educate customers, drive product adoption, and surface expansion opportunities across customer segments
Develop scalable onboarding and activation programs that ensure customers achieve rapid time‑to‑value, including digital onboarding sequences, self‑service resources, and pooled support models

Technologies

GainsightVitallyChurnZeroMarketing automation toolsAI/ML productsDeveloper toolsAPI‑based products

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