Anthropic· Public Benefit· San Francisco, CA | New York City, NY
Beneficial Deployments Customer Success Manager, Scaled Partnerships
Classified Tasks (20)
Automate 0%Augment 65%Human-Only 35%
Augment (13)
AI assists, human decides
Own scaled customer engagement for a broad portfolio of organizations, scheduling structured touchpoints to drive activation, meaningful adoption, and sustained mission-aligned impact
operational
Design one-to-many programs (workshops, office hours, cohort-based learning, peer learning webinars, partner-led thought leadership, shared resources) to educate organizations and accelerate product adoption
creative
Provide technical guidance to organizations on implementing and integrating Claude Enterprise, Claude Code, and API solutions
technical
Develop deep product expertise to guide customers’ implementation decisions
technical
Translate AI capabilities into mission-aligned outcomes for audiences ranging from practitioners to executives
communication
Walk organizations through onboarding, deliver early wins, and support scaled adoption
operational
Tailor programming, enablement, and support to the distinct needs of each nonprofit partner organization
operational
Collaborate with the Beneficial Deployments Customer Success team to develop compelling enablement content
communication
Partner with program leadership to co-develop engagement plans and surface learnings from customer programs
leadership
Synthesize feedback from working sessions, enablement programs, and ongoing engagement to generate actionable insights
analytical
Channel synthesized customer voice and insights back to the economic mobility team and product team to influence roadmap decisions
communication
Partner cross-functionally with Customer Success on playbook development and operationalize enablement approaches
operational
Create and maintain focus for peer exchange by elevating customer voices and surfacing shared lessons that strengthen the nonprofit ecosystem
communication
Human-Only (7)
Requires human judgment
Execute workshops, office hours, cohort-based learning sessions, and peer webinars to deliver enablement at scale
communication
Help organizations shape AI roadmaps aligned to their mission and desired impact
leadership
Advise organizations on safe and responsible AI adoption and governance practices
leadership
Help organizations stand up durable enablement, upskilling, and change-management practices
leadership
Co-create internal capacity-building practices with partner organizations to reduce vendor dependency
leadership
Partner cross-functionally with Program leadership on engagement strategy
leadership
Partner cross-functionally with Product on adoption-driving features and prioritization
leadership
Job description
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 Anthropic’s Beneficial Deployments team scales its customer base across Claude Enterprise, Claude Code, and our API, we need to extend world-class customer success to a broader segment of customers through innovative, scalable approaches. The Scaled CSM will pioneer digital-first and one-to-many customer engagements that drive adoption and further mission driven organizations impact, at scale. As a Scaled Customer Success Manager at Anthropic, you’ll own the success of a broad portfolio of organizations who are committed to integrating AI to accelerate their impact. You’ll walk alongside them through onboarding, early wins, and scaled adoption — helping them stand up durable enablement, upskilling, and change-management practices so that Claude becomes part of how their teams actually work. Your work will directly shape how we engage with our nonprofit organizations at scale while maintaining the personalized, high-value experience that defines Anthropic. You’ll collaborate closely with our Beneficial Deployments Customer Success team to develop compelling content, with program leadership to co-develop engagement plans and surface learnings, with Product to channel customer insights, and with Customer Success leadership to continuously optimize our model. Importantly, this role centers on a carefully selected cohort of nonprofit partner organizations who have committed to working closely with us over the next year. You’ll partner with each of these organizations in depth — tailoring our programming, enablement, and support so it meets the distinct needs of their teams, and co-creating practices that build lasting internal capacity rather than vendor dependency. The learning generated through these will directly shape how we support the broader nonprofit ecosystem. Key responsibilities: Own scaled customer engagement for a broad portfolio of organizations, deepening relationships through structured touchpoints that drive activation, meaningful adoption, and sustained impact aligned to each organizations mission Design and execute one-to-many programs including workshops, office hours, cohort-based learning, peer learning webinars, partner-led thought leadership opportunities, and shared resources that educate organizations, accelerate adoption, and cultivate a vibrant cross-organizational community of practice. Provide technical guidance. Help organizations shape AI roadmaps that are true to their mission and desired impact. Develop deep product expertise to guide implementation decisions, advise on safe and responsible adoption, and translate AI capabilities into mission-aligned outcomes for audiences from practitioners to executives Create focus for peer exchange . Elevate customer voices and enterprise, and surface shared lessons that strengthen the broader nonprofit ecosystem. Channel customer voice back to economic mobility team and product team by learning alongside customers — synthesizing feedback from working sessions, enablement programs, and ongoing engagement to influence roadmap and improve their experience Partner cross-functionally with program leadership on engagement strategy, Product on adoption-driving features, and Customer Success on playbook development for enableme