Head of Programmatic Customer Success at Anthropic

Hybrid - San Francisco, CA, USA / New York City, NY, USA

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Anthropic is seeking a senior leader to build and run a new programmatic customer success function focused on driving widespread adoption of Claude through scalable digital journeys, AI‑powered engagement plays, and partner‑led activation. The Head of Programmatic Customer Success will design customer journeys, develop lifecycle communications, set metrics and experimentation frameworks, and lead a small high‑leverage team while collaborating closely with product, partnerships, growth marketing, and strategy.

Salary

USD 365,000 - 435,000

Requirements

Skills

  • Proven experience leading and building programmatic, digital success, lifecycle, or PLG motions at significant scale with direct ownership of an adoption or activation outcome
  • Track record of building scalable systems and programs, not just managing existing ones; started from a blank page
  • Strong cross‑functional instincts—comfortable writing briefs that other teams execute against, resolving handoff ambiguity, influencing roadmaps without direct authority
  • Data‑driven approach to decision‑making, including experience designing experiments that distinguish real behavior change from activity metrics
  • Experience managing and developing teams
  • Experience spanning more than one of: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS
  • Hands‑on familiarity with AI‑powered workflows or automation as a force multiplier for a small team
  • Background working at a fast‑growing technology company where the playbook was still being written
  • Experience with tiered coverage models and designing the handoffs between high‑touch and low‑touch

Responsibilities

  • Define the customer journey and moments that matter along the journey that lead to daily usage of Claude in a way that delivers outcomes for Claude users
  • Define and own the programmatic CS strategy: how we tier accounts, what motion each tier receives, and how customers move between them as their needs evolve
  • Design and ship digital success programs, including lifecycle communications, in‑product nudges and self‑serve onboarding in a way that drives activation and habitual usage without human‑touch coverage
  • Build and run AI‑powered engagement plays that extend the team's reach; work with Product to clarify what this team builds versus what lives in the product itself
  • Set the quality bar and requirements for partner‑led activation, and maintain a tight feedback loop with our Partnerships team who owns the partner ecosystem
  • Establish the metrics framework for programmatic success: define what "activated" means at each tier, identify leading indicators, and build the instrumentation to track them
  • Run a rigorous experimentation program to understand which motions actually change customer behavior
  • Hire and lead a small, high‑leverage team while bringing cross‑functional partners along on the vision and the operating model

Technologies

Claude

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