Manager, Customer Success – Strategic Consumer Tech
About this role
Guiding customer success managers through high-impact engagements, this leadership role focuses on supporting fast-moving consumer technology companies building on Claude across various surfaces. Daily responsibilities include direct coaching and development for a team of five to ten CSMs, maintaining strategic oversight of major accounts, and establishing scalable processes, methodologies, and playbooks that define organizational maturity.
Anthropic builds reliable, interpretable, and steerable AI systems to make artificial intelligence safe and beneficial for society. The customer success team collaborates closely with sales, applied AI, product, engineering, and marketing to drive consumption, value realization, and retention across enterprise accounts.
Candidates who thrive here bring exceptional people leadership combined with deep product knowledge and customer success acumen. The ideal person balances strategic thinking with tactical execution, driving team accountability to core metrics like NRR and CSAT while championing responsible AI deployment practices.
What you will do
- Directly manage, coach, and develop a team of five to ten customer success managers supporting strategic enterprise accounts across all company products.
- Drive team accountability to core customer success metrics including consumption growth, retention, net revenue retention, and customer satisfaction.
- Participate in strategic customer engagements and escalations while demonstrating executive presence with C-level stakeholders at major organizations.
- Build and refine scalable operational frameworks such as success planning templates, QBR structures, and expansion playbooks.
- Partner cross-functionally with sales, applied AI, product, engineering, and marketing to advocate for customer needs and facilitate smooth account strategies.
- Own portfolio-level planning, forecasting, renewal risk mitigation, and the development of customer advocacy programs and case studies.
What you need
- Bring seven or more years of experience in customer success, account management, or customer-facing roles.
- Possess at least two years of front-line management experience building and leading customer success teams within SaaS, API, or AI/ML companies.
- Demonstrate a proven track record of managing enterprise scale customer portfolios with annual contract values ranging from $1M to $100M+.
- Show a strong understanding of consumption-based business models and the ability to drive adoption across various pricing structures.
- Exhibit technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities.
- Hold a bachelor's degree or an equivalent combination of education, training, and professional experience in a relevant field.
Skills and tech stack
Questions candidates ask
What is the remote work and office policy for this role?
Anthropic operates under a location-based hybrid policy where staff are expected to be in one of the designated offices at least 25% of the time. Some roles may require more frequent in-office presence depending on business needs.
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 commission or bonus target and the annual base salary.
Does the company provide visa sponsorship for candidates?
Anthropic does sponsor visas and retains an immigration lawyer to help with the process. While they cannot successfully sponsor visas for every role and candidate, they make every reasonable effort to secure one if an offer is extended.