Manager, Customer Success – Cyber at Anthropic

On-site - Boston, MA; San Francisco, CA; New York City, NY; Seattle, WA; Washington, DC

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As Manager, Customer Success – Cyber, you'll lead the Customer Success Managers who cover our cybersecurity accounts, providing deep product knowledge, cybersecurity domain expertise, and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint across enterprise accounts. You will coach and develop a team of 5-10 CSMs, build scalable CS processes and playbooks, collaborate with Sales and cross-functional teams, and champion responsible AI deployment practices with customers.

Salary

USD 265,000 - 320,000

Requirements

Skills

  • 7+ years of experience in customer success, account management, or customer-facing roles
  • 2+ years of front-line management experience
  • Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
  • Cybersecurity experience, including work with or inside cybersecurity companies or security-adjacent domains
  • Experience managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
  • Strong understanding of both consumption-based and seat-based business models
  • Technical fluency to understand AI/ML products and coach teams on product capabilities
  • Strong executive presence and ability to represent Anthropic with customer technical and business leaders
  • Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
  • Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
  • Experience building CS processes, playbooks, and operational frameworks, using data to drive team and customer outcomes
  • Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
  • Track record of achieving team targets for expansion, retention, and customer satisfaction
  • Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology

Responsibilities

  • Directly manage and develop a team of 5-10 Customer Success Managers supporting strategic cybersecurity accounts across all Anthropic products (API, Claude.ai, Claude Code)
  • Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite
  • Provide cybersecurity subject matter expertise to cyber customers and the CSMs supporting them, and coach the team on how cyber vendors build, buy and embed AI
  • Drive team accountability to core CS metrics: expansion, customer health scores, retention (NRR), and customer satisfaction (CSAT)
  • Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at leading cybersecurity companies
  • Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
  • Partner closely with Sales to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
  • Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
  • Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales
  • Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team hands-on expertise
  • Conduct regular 1:1s, performance reviews, and career development planning for direct reports
  • Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion pipeline development
  • Serve as escalation point for at-risk accounts and complex customer situations within your team's portfolio
  • Develop customer advocacy programs including case studies, testimonials, and reference architecture development
  • Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions

Technologies

ClaudeClaude.aiClaude CodeAPIAI/ML products

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