Manager, Customer Success GSI

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.

As Manager Customer Success GSI at Anthropic youll lead the front-line team responsible for Anthropics most complex and highest-leverage customer relationships: the Global Systems Integrators and consulting firms who deploy Claude inside their own firms in addition to extending Anthropics scale by deploying Claude across their clients. Youll directly coach and develop a team of 58 Customer Success Managers who drive value across our entire product portfolio e.g. Claude Platform Claude Code and Claude Cowork while building and maintaining strategic relationships with our flagship partners.

Youll inherit a partially-formed team and hire the rest of it while establishing the plays frameworks and operating rhythms that make GSI success repeatable and scalable. GSIs are highly matrixed organizations with multiple practices service lines geographies and stakeholder groups and success requires influence without formal authority at every level. Your team will run Claude Center of Excellence builds Train-the-Trainer programs and multi-practice rollouts and youll be the person who directs what works at one partner into a methodology that works at all of them.

Youll be instrumental in defining how Anthropic scales Customer Success through partners not just to them.

• Directly manage and develop a team of 58 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 and onboarding while contributing to hiring onboarding and training initiatives across all of Customer Success as it scales

• Coach team members on GSI-specific customer success practice: navigating matrixed partner organizations activating champions across practices change management at firm scale and value realization across both consumption and seat-based models

• Drive team accountability to core CS metrics: expansion (consumption growth cross-sell/upsell identification) 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 but not limited to success planning frameworks QBR templates Center of Excellence blueprints Train-the-Trainer curricula and expansion playbooks that extend from one GSI to the next

• Partner closely with Sales and the Partnerships organization to align on account strategy facilitate handoffs and separate the partners 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 your teams portfolio

• Develop GSI advocacy assets including case studies testimonials and reference architectures

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

• 7 years of experience in customer success account management or customer-facing roles with 2 years of front-line management experience

• Direct experience driving success with GSIs (e.g. Accenture IBM Cognizant TCS Infosys) and/or Tier 1 consulting firms (McKinsey BCG Bain)

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

• Experience managing customer portfolios at enterprise scale including accounts with $1M$100M annual contract values

• Demonstrated ability to drive outcomes in highly matrixed organizations where you held no formal authority and to coach a team to do the same

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

• Experience developing scalable enablement programs repeatable delivery methodologies or frameworks that multiple teams adopted independently of you

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

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

• Strong business acumen with the ability 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

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.