Customer Success Programs Manager

Details

About the role

At Anthropic, most customer outcomes are delivered through programs, not 1:1 relationships, and increasingly without a human in the loop. As a Success Programs Manager, you’ll own a portfolio of those programs and flex across whatever the function needs to drive adoption and value at scale.

You’ll think in terms of “How could we do this with Claude?”—your default is to build an agent or an automated journey before you build a manual workflow. You’re also fluent in running engagements: you’ve designed and delivered 1:many webinars, stood up onboarding cohorts, and built communities that compound.

You’ll work across the full Claude product surface, designing and shipping programs that take customers from activation to value realization, expansion, and renewal. You’ll instrument what you build to hold a high bar for measurable impact, and retire what doesn’t earn its keep.

Responsibilities

• Build and run a portfolio of programmatic CS plays (activation, scale and expand) across the long tail and unmanaged segments, spanning Claude Enterprise, Cowork, and Claude Code.
• Design and ship Claude-powered engagement plays that replace or augment traditional CSM touchpoints, including:
  • use-case discovery chats
  • digital QBRs
  • health reviews
  • feature nudges
  • consumption-drop saves
  • expansion prompts
  • Define entry criteria, agent behavior, exit criteria, and success metrics for each.
• Design and deliver high-leverage live engagements: 1:many webinar series, onboarding cohorts, customer communities, and academies, and look for opportunities to make them AI-native, repeatable, and self-serve over time.
• Flex across the needs of the function (agent vs. cohort/community launches) and apply the right CS program model to the problem.
• Instrument every program with consumption data, product telemetry, and qualitative signals to understand which touchpoints deliver value and where digital vs. human handoffs should sit.
• Treat every cohort as an experiment: iterate on agent prompts, workflow logic, content, facilitation, and channel mix; kill plays that don’t move the numbers.
• Represent customers a human will never meet by synthesizing patterns from thousands of program interactions and channel them to Product, Marketing, and Education.
• Partner with Scaled CSMs, Sales, Strategy & Operations, and Support to define rules of engagement—where programmatic graduates to human and where human hands back to programmatic.
• Model what Claude-native CS looks like and help the CS org get there, focusing on shipping with Claude.

Requirements

• 6–8+ years in Customer Success, with meaningful time in a Digital, Scaled, or Programmatic CS function.
• Demonstrated track record delivering measurable customer outcomes (activation, adoption, NRR, retention) without a dedicated 1:1 relationship.
• Shipped lifecycle programs, in-app flows, digital QBRs, academies, webinar series, community programs, or churn-save automations that moved real numbers.
• Hands-on fluency with AI in your own workflow (prototype agents, generate content, analyze accounts, replace internal processes with LLMs, and discuss what worked/what didn’t).
• Direct experience running live 1:many engagements (webinar series, onboarding cohorts, communities, academies) with an instinct to make them more AI-native and repeatable.
• Comprehensive knowledge of CS program models (tech-touch, pooled, 1:many, digital) and ability to choose the right model for the problem.
• Strong data instincts; comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers. SQL or lightweight scripting is a plus.
• Technical literacy with API-first and developer-facing products; ability to follow a Claude Code workflow, reason about token economics, and have credible product conversations with technical customers and PMs.
• Excellent written communication (customer-facing copy, prompts, agent instructions, facilitation guides, playbooks).
• Conviction about responsible AI deployment and genuine interest in Anthropic’s mission.

Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• A lovely office space for collaboration with colleagues