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Head of Programmatic Customer Success

AnthropicSan Francisco, CA | New York City, NYSales
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Salary
$365K — $435K USD
Job type
Full-time
Experience
Senior
Posted
9 Oct 2026
Status
Open · checked 7d ago

About this role

Role Overview

Anthropic is hiring a Head of Programmatic Customer Success for its offices in San Francisco, CA and New York City, NY. The role suits a senior leader with experience building large-scale digital adoption programs.

Key Responsibilities

Map the customer journey and identify key moments that encourage daily use of Claude.
Create and own a tiered programmatic CS strategy, defining motions for each tier and pathways for progression.
Design and launch digital success initiatives such as lifecycle emails, in-product nudges, and self-serve onboarding that drive activation without direct human interaction.
Develop AI-powered engagement plays and collaborate with Product to delineate responsibilities between the team and the product.
Define quality standards for partner-led activation and maintain feedback loops with the Partnerships group.
Build a metrics framework to measure activation, set leading indicators, and implement tracking instrumentation.
Conduct rigorous experiments to determine which actions genuinely shift customer behavior.
Recruit and manage a small, high-impact team while aligning cross-functional partners with the vision and operating model.

Requirements

Demonstrated experience leading and constructing programmatic, digital success, lifecycle, or product-led growth initiatives at scale, with direct responsibility for adoption outcomes.
Proven ability to design scalable systems from the ground up, not merely manage existing processes.
Strong cross-functional collaboration skills, including writing clear briefs, resolving handoff ambiguities, and influencing roadmaps without direct authority.
Data-driven decision-making background, with experience designing experiments that isolate real behavior change.
Experience managing and developing teams.

Nice to Have

Background spanning digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS, ideally combined into a single integrated motion.
Hands-on experience with AI-powered workflows or automation to amplify a small team’s impact.
Experience at a fast-growing tech company where processes were still being defined.
Knowledge of tiered coverage models and designing handoffs between high-touch and low-touch support.

Skills and Tools

Claude (Anthropic’s AI model)
SaaS platforms for digital engagement
AI-driven automation workflows
Data analytics and experimentation frameworks

Salary and Benefits

Annual compensation range: $365,000 — $435,000 USD.

About the Company

Anthropic develops reliable, interpretable, and steerable AI systems with a focus on safety and societal benefit. The team includes researchers, engineers, policy experts, and business leaders working together to create beneficial AI.

How to Apply

Candidates should apply through Anthropic’s official careers page.

Skills and tech stack

ClaudeSaaS platformsAI automation workflowsData analytics tools

Questions candidates ask

What is the main focus of the Head of Programmatic Customer Success role?

The role focuses on building and operating scalable digital journeys and AI-powered engagement programs that drive habitual use of Claude across a broad customer base.

Which locations are eligible for this position?

The position is based in San Francisco, CA and New York City, NY.

What type of experience is required?

Candidates need proven experience leading programmatic or digital success initiatives at significant scale, including building systems from scratch and managing teams.

Is there a specific compensation range?

Yes, the annual compensation range is $365,000 to $435,000 USD.

Will the role involve working with partners?

Yes, the role includes setting quality standards for partner-led activation and maintaining a feedback loop with the Partnerships team.

What kind of metrics will the leader be expected to define?

The leader will establish a metrics framework that defines activation at each tier, identifies leading indicators, and builds the instrumentation to track them.

Ready to apply?

The application is on the official Anthropic careers page.

Apply on company site