Anthropic is seeking a Customer Success Programs Manager to lead a portfolio of programmatic CS plays, design Claude‑powered engagement plays, deliver high‑leverage live engagements, instrument programs, represent customer insights, and partner with CSMs, Sales, Strategy & Operations, and Support to scale Claude adoption across various segments.
Customer Success Programs Manager at Anthropic
Boston, MA; New York City, NY; San Francisco, CA; Seattle, WA; Washington, DC
More jobs at AnthropicRequirements
Skills
- 6-8+ years in Customer Success with meaningful time in a Digital, Scaled, or Programmatic CS function
- Clear track record of delivering measurable customer outcomes: activation, adoption, NRR, retention without a dedicated 1:1 relationship
- Experience shipping lifecycle programs, in‑app flows, digital QBRs, academies, webinar series, community programs, or churn‑save automations that moved real numbers
- Hands‑on fluency with AI in your own workflow: prototyped agents, generated content, analyzed accounts, or replaced internal processes with LLMs
- Direct experience running live 1:many engagements such as webinar series, onboarding cohorts, communities, or academies
- Comprehensive knowledge of effective CS programs and ability to flex across tech‑touch, pooled, 1:many, and digital models
- Restless “how could we do this with Claude?” reflex
- Strong data instincts, comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers (SQL or lightweight scripting is a plus)
- Technical literacy with API‑first and developer‑facing products (familiarity with Claude Code, token economics, etc.)
- Excellent written communication skills for customer‑facing copy, prompts, agent instructions, facilitation guides, and playbooks
- Conviction about responsible AI deployment
Responsibilities
- Build and run a portfolio of programmatic CS plays (activation, scale and expand) across the long tail and unmanaged segments, spanning Claude Enterprise; Cowork, and Claude Code
- Design and ship Claude‑powered engagement plays that replace or augment traditional CSM touchpoints: use‑case discovery chats, digital QBRs, health reviews, feature nudges, consumption‑drop saves, and expansion prompts; define entry criteria, agent behavior, exit criteria, and success metrics
- Design and deliver high‑leverage live engagements: 1:many webinar series, onboarding cohorts, customer communities, and academies, and make them AI‑native, repeatable, and self‑serve over time
- Flex across the needs of the function, prioritizing agents, cohorts, or community launches as required
- Instrument every program with consumption, product telemetry, and qualitative signals; identify high‑value touchpoints and optimal human‑digital handoff
- Treat every cohort as an experiment, iterating on agent prompts, workflow logic, content, facilitation, and channel mix to achieve measurable impact
- Represent the customers a human will never meet, synthesize patterns from thousands of program interactions, and channel insights to Product, Marketing, and Education
- Partner with Scaled CSMs, Sales, Strategy & Operations, and Support to define rules of engagement and reinforce modes without duplication
- Model what Claude‑native CS looks like and help the rest of the CS org get there
Technologies
ClaudeLLMsSQLLightweight scriptingAPI‑first productsDeveloper‑facing products
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