Manager, Customer Success Commercial

Anthropics mission is to create reliable interpretable and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers engineers policy experts and business leaders working together to build beneficial AI systems.

About the role

As Manager Customer Success Commercial youll lead the Customer Success Managers who cover our Commercial accounts: high-growth mid-market technology companies (including cybersecurity and fintech) mid-market organizations in industries such as financial services healthcare legal and professional services private equity-backed portfolio companies and a high-volume SMB book all building on Claude across API Claude Code Cowork and other surfaces. Youll directly coach and develop a team of 5 CSMs develop scalable motions to support the broader portfolio while keeping strategic oversight of the highest-impact engagements in the segment. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value driving consumption and expanding our footprint across commercial accounts. Youll be instrumental in building scalable CS processes methodologies and playbooks that will define how we grow and mature as an organization.

Responsibilities:

• Directly manage and develop a team of 5 Customer Success Managers supporting strategic mid-market PE-backed and SMB accounts across all Anthropic products (API Claude Cowork Claude Code)

• Build scalable and agentic success strategies and motions to accelerate consumption expansion and value realization across the whole commercial portfolio

• Coach team members on customer success best practices including change management and adoption strategies value realization and expansion methodologies across our product suite

• Drive team accountability to core CS metrics: expansion (consumption growth cross-sell/upsell opportunity identification) customer health scores retention (NRR) and customer satisfaction (CSAT)

• Join strategic customer engagements and escalations demonstrating executive presence with founders C-level and functional leaders at high-growth mid-market and PE-backed companies

• Build and refine scalable CS processes including success planning frameworks QBR templates and expansion playbooks

• Partner closely with Sales and Applied AI to identify expansion opportunities facilitate smooth handoffs and ensure aligned account strategies

• Collaborate cross-functionally with Product Engineering and Marketing to advocate for customer needs and drive product adoption

• Contribute to hiring onboarding and training initiatives as the Customer Success organization scales

• Establish and nurture an AI-first innovation-focused team culture improving team processes and deepening team 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 expansion pipeline development

• Serve as escalation point for at-risk accounts and complex customer situations within your teams portfolio

• Develop customer advocacy programs including case studies testimonials and reference architecture development

• Champion responsible AI deployment practices with customers and represent Anthropics values in all customer interactions

You may be a good fit if you have:

• 7 years of experience in customer success account management or customer-facing roles with 3 years of front-line management experience

• Proven track record of managing and building customer success teams in SaaS API or AI/ML companies

• Experience managing large customer portfolios at commercial scale (mid-market SMB and PE-backed companies) including a high volume of accounts ranging from $100K to $10M in annual spend

• Strong understanding of consumption-based business models with proven ability to drive adoption expansion and value realization across different pricing structures

• Technical fluency to understand AI/ML products navigate technical conversations and coach teams on product capabilities across multiple offerings

• Strong executive presence and ability to represent Anthropic with customer technical and business leaders

• Strong business acumen with ability to articulate value calculate ROI and drive customer business outcomes

• Ability to balance strategic thinking with tactical execution and context-switch between coaching customer engagement and operational planning

• Experience building CS processes playbooks and operational frameworks using data to drive team and customer outcomes

• Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs

• 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

Minimum education: Bachelors degree or an equivalent combination of education training and/or experience

Required field of study:A field relevant to the role as demonstrated through coursework training or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently we expect all staff to be in one of our offices at least 25% of the time. However some roles may require more time in our offices.

Visa sponsorship:We do sponsor visas! However we arent able to successfully sponsor visas for every role and every candidate. But if we make you an offer we will make every reasonable effort to get you a visa and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy so we urge you not to exclude yourself prematurely and to submit an application if youre interested in this work. We think AI systems like the ones were building have enormous social and ethical implications. We think this makes representation even more important and we strive to include a range of diverse perspectives on our team.

Your safety matters to us. To protect yourself from potential scams remember that Anthropic recruiters only contact you some cases we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money fees or banking information before your first day. If youre ever unsure about a communication dont click any linksvisit for confirmed position openings.

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact advancing our long-term goals of steerable trustworthy AI rather than work on smaller and more specific puzzles. We view AI research as an empirical science which has as much in common with physics and biology as with traditional efforts in computer science. Were an extremely collaborative group and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic including: GPT-3 Circuit-Based Interpretability Multimodal Neurons Scaling Laws AI & Compute Concrete Problems in AI Safety and Learning from Human Preferences.

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits optional equity donation matching generous vacation and parental leave flexible working hours and a lovely office space in which to collaborate with colleagues. Guidance on Candidates AI Usage:Learn aboutour policy for using AI in our application process.