Manager, Customer Success at Anthropic — task breakdown

About Anthropic Anthropic’s 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 a Manager of Customer Success at Anthropic, you'll be our first EMEA front-line leader managing our EMEA Customer Success Managers who drive value across our entire product portfolio—including API, Claude.ai, and Claude Code. You'll directly coach and develop a team of 5-8 EMEA CSMs while maintaining strategic oversight of high-impact customer engagements. 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 enterprise accounts. You'll 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 5-8 Customer Success Managers supporting strategic enterprise accounts across all Anthropic products (API, Claude.ai, Claude Code) in EMEA 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 C-level stakeholders at Fortune 500 companies Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks Partner closely with Sales 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 team's portfolio Develop customer advocacy programs including case studies, testimonials, and reference architecture development Champion responsible AI deployment practices with customers and represent Anthropic's 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 4+ 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 customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values 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 Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capa

Manager, Customer Success

Classified Tasks (15)

Augment (8)

Human-Only (7)

Job description