Anthropic’s Customer Success organization covers our most strategic enterprise accounts. Programmatic CS is how we close that gap: scalable digital journeys, AI‑built engagement plays, and partner‑delivered activation motions that drive habitual Claude adoption across a much broader customer base. This new function will be led by the first Head of Programmatic Customer Success, reporting to the Head of Customer Success and working closely with Product, Partnerships, Growth Marketing, and Strategy to design and operate a system that moves customers from signed contract to deeply embedded usage without a 1:1 CSM relationship.
Head of Programmatic Customer Success en Anthropic
Híbrido - San Francisco, CA; Seattle, WA; New York City, NY; Washington, DC
Más vacantes en AnthropicSalary
USD 315,000 - 350,000
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; you've started from a blank page before
- Strong cross‑functional instincts — comfortable writing briefs that other teams execute against, resolving handoff ambiguity, and 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 — ideally combined into a single integrated motion
- 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
- Bachelor’s degree or an equivalent combination of education, training, and/or experience
Responsibilities
- 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 — lifecycle communications, in‑product nudges, self‑serve onboarding — that drive 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 — and update the playbook when the data says to
- Hire and lead a small, high‑leverage team; bring cross‑functional partners along on the vision and the operating model
Technologies
ClaudeAI‑powered workflows and automation
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