Customer Success Manager, Scaled

at Anthropic

📍 San Francisco, United States

USD 200,000-260,000 per year

MIDDLE

✅ Hybrid

✅ Visa Sponsorship

Used Tools & Technologies

Machine Learning

Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

Marketing @ 3 Leadership @ 5 Communication @ 3 API @ 3 Claude Code @ 3 AI @ 3

Details

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. This Scaled Customer Success Manager will pioneer digital-first and one-to-many customer engagements to drive adoption, retention, and expansion across Claude Enterprise, Claude Code, and the Claude API. The role focuses on designing AI-powered, scalable customer journeys and a blended model of automated programs with strategic human intervention to maintain a high-value customer experience at scale.

Responsibilities

Own scaled customer engagement for a large portfolio of Commercial and Enterprise accounts using timebound, digital-first touchpoints to drive activation, consumption, retention, and expansion across Claude Enterprise, Claude Code, and API products.
Execute strategic human touchpoints at key moments (activation, expansion, renewals, risk interventions) to ensure high-impact engagement.
Provide technical guidance: develop deep product expertise to advise on implementation decisions, safe adoption of features, and translate AI capabilities into business value for audiences from developers to executives.
Channel customer voice to Product and leadership by aggregating insights from digital interactions, surveys, and community engagement to influence roadmap and improve customer experience.
Partner cross-functionally with Marketing, Sales, Product, and Customer Success to build customer campaigns, handoffs, adoption-driving features, and playbooks.
Triage and prioritize across a pooled book/ shared queue of engagement requests; ramp quickly on unfamiliar accounts and maintain quality under high concurrent volume.
Design and implement AI-powered processes to personalize communications, automate repetitive tasks, and deliver proactive insights at scale using Claude.
Design and execute one-to-many programs (email campaigns, webinars, office hours, digital content) and develop scalable onboarding and activation programs including digital onboarding sequences, self-service resources, and pooled support models.

Requirements

3–5+ years in customer-facing roles such as Customer Success, Customer Marketing, Account Management, or Consulting, with experience managing high-volume accounts or building scaled programs.
Experience with digital-first or tech-touch customer engagement: building/executing one-to-many programs (email campaigns, webinars, customer communities, automated customer journeys).
Systems thinking and process orientation: experience building repeatable playbooks, templates, and frameworks that scale across diverse customer types.
Data-driven mindset: comfortable analyzing customer health metrics, product usage data, and program effectiveness to optimize approaches.
Technical aptitude and enthusiasm for responsible AI: able to master complex products, translate technical concepts for varied audiences, and help customers adopt Claude safely and effectively.
Excellent written and verbal communication skills and ability to create customer content and communicate with stakeholders at all levels.
Comfortable building in ambiguity and iterating quickly as the business and motion evolve.

Strong candidates may have

Familiarity with AI/ML products, developer tools, or API-based products.
Experience with consumption-based or usage-driven business models.
Track record of building customer programs from scratch that drove measurable retention or expansion outcomes.
Experience with Customer Success platforms (Gainsight, Vitally, ChurnZero) and marketing automation tools.
Background in Digital Customer Success, Scaled Success, Customer Education, or Customer Marketing.

Compensation

Annual Salary: $200,000 - $260,000 USD

Logistics & Other Details

Minimum education: Bachelor’s degree or equivalent combination of education, training, and/or experience.
Location-based hybrid policy: expect staff to be in one of Anthropic's offices at least 25% of the time.
Visa sponsorship: Anthropic states they do sponsor visas and retain an immigration lawyer to assist, though sponsorship may not be available for every role or candidate.

Benefits

Competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and an office in San Francisco.