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.
Manager, Customer Success GSI en Anthropic
San Francisco, CA or New York City, NY
Más vacantes en AnthropicRequirements
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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