Manager, Customer Success - Commercial
About this role
Commercial accounts at Anthropic need structured guidance to maximize the value of AI models like Claude, requiring leadership to scale customer success operations effectively. This management role exists to coach a dedicated team of Customer Success Managers while developing scalable frameworks, playbooks, and motions to support high-growth mid-market, SMB, and private equity-backed portfolios.
Candidates stepping into this position will oversee approximately five direct reports, track consumption and retention metrics, and step into high-impact customer engagements. Someone with strong SaaS management experience, technical fluency in AI products, and the ability to balance strategic planning with tactical execution will thrive in this environment.
What you will do
- Directly manage and develop a team of approximately five Customer Success Managers supporting strategic commercial accounts across the entire Anthropic product suite.
- Build scalable and agentic success strategies and motions to accelerate consumption, expansion, and value realization across the commercial portfolio.
- Coach team members on customer success best practices including change management, adoption strategies, and expansion methodologies.
- Drive team accountability to core metrics such as expansion, customer health scores, net retention rate, and customer satisfaction.
- Join strategic customer engagements and escalations to demonstrate executive presence with C-level leaders and founders.
- Build and refine scalable customer success processes including success planning frameworks, QBR templates, and expansion playbooks.
- Partner closely with sales and applied AI teams to identify expansion opportunities and ensure aligned account strategies.
What you need
- Bring seven or more years of experience in customer success, account management, or customer-facing roles.
- Possess at least three years of front-line management experience building and leading customer success teams within SaaS, API, or AI/ML companies.
- Demonstrate experience managing large customer portfolios at commercial scale with high-volume accounts ranging from $100K to $10M+ in annual spend.
- Show a strong understanding of consumption-based business models with the ability to drive adoption and value realization across different pricing structures.
- Have technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on multi-offering capabilities.
- Exhibit strong business acumen and executive presence to articulate value, calculate ROI, and represent Anthropic with technical and business leaders.
- Hold a Bachelor’s degree or an equivalent combination of education, training, and professional experience.
Skills and tech stack
Questions candidates ask
What is the remote work and office policy for this role?
Anthropic maintains a location-based hybrid policy. Staff are expected to be in one of the offices at least 25% of the time, though some roles may require more time on-site.
What is the compensation range for this position?
The annual On Target Earnings compensation range for this role is $265,000 to $320,000 USD, which includes both the sales commissions or bonuses target and the annual base salary.
What products will the team support?
The customer success team supports accounts building across Claude on API, Claude Code, Cowork, and other surfaces.
Does the company offer visa sponsorship?
Anthropic does sponsor visas and retains an immigration lawyer to help with the process, making every reasonable effort to secure a visa if an offer is made.