Manager, Customer Success GSI at Anthropic

San Francisco, CA or New York City, NY

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Lead a front-line team managing Anthropic's most complex customer relationships with Global Systems Integrators and consulting firms, hiring and scaling the team, driving CS metrics, and collaborating cross-functionally to align on product and partnership strategies.

Requirements

Skills

  • 7+ years of experience in customer success, account management, or customer-facing roles
  • 2+ years of front-line management experience
  • Direct experience driving success with GSIs or Tier 1 consulting firms
  • Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
  • Experience managing customer portfolios at enterprise scale with accounts $1M–$100M+ annual contract values
  • Strong understanding of consumption-based and seat-based business models
  • Experience developing scalable enablement programs, repeatable delivery methodologies, or frameworks
  • Technical fluency to understand AI/ML products and coach teams on capabilities
  • Strong executive presence and ability to represent Anthropic with partner technical and business leaders
  • Strong business acumen to articulate value, calculate ROI, and drive customer business outcomes
  • Ability to balance strategic thinking with tactical execution and context-switch between coaching, partner engagement, and operational planning
  • A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality
  • 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 5–8 Customer Success Managers supporting GSI and consulting-firm partnerships across all Anthropic products
  • Own the hiring plan to build the team from its current size to full strength, including sourcing strategy, onboarding, and training initiatives
  • Coach team members on GSI-specific customer success practices such as navigating matrixed partner organizations, activating champions, change management, and value realization
  • Drive team accountability to core CS metrics: expansion, customer health, retention (NRR), and customer satisfaction (CSAT)
  • Join strategic partner engagements and escalations, demonstrating executive presence with practice leaders, CTOs, and managing-partner-level stakeholders
  • Build and refine the GSI success methodology, including success planning frameworks, QBR templates, Center of Excellence blueprints, Train-the-Trainer curricula, and expansion playbooks
  • Partner closely with Sales and the Partnerships organization to align on account strategy, facilitate handoffs, and separate the partner's internal adoption motion from the client-facing motion
  • Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for GSI needs and translate field signal into product direction
  • Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening 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 consumption development across the GSI book
  • Serve as escalation point for at-risk customers and complex situations within the team's portfolio
  • Develop GSI advocacy assets including case studies, testimonials and reference architectures
  • Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions

Technologies

Claude PlatformClaude CodeClaude CoworkAI/ML productsAPISaaS

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