Anthropic’s Customer Success organization covers our most strategic enterprise accounts through dedicated CSMs, while programmatic CS expands our reach to a broader customer base. As the first leader of this new function, you will design and operate a system that moves customers from signed contract to deeply embedded usage without a one‑to‑one CSM relationship. You will collaborate closely with Product, Partnerships, Growth Marketing, and Strategy, build scalable digital success programs, run AI‑powered engagement plays, establish metrics and experimentation, and grow a high‑leverage team. This role is essential for driving habitual adoption of Claude across a large, diverse customer base.
Head of Programmatic Customer Success at Anthropic
Hybrid - San Francisco, CA, USA
More jobs at 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
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 workflowsAutomation
See if your resume is ready for this job
See how our AI can optimize your resume and improve your chances for this role.