Customer Success Programs Manager

Details

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. The Customer Success Programs Manager will own a portfolio of programmatic customer success plays that drive adoption and value at scale, favoring AI-native and automated journeys (Claude-powered agents and flows) before manual workflows. You will design and ship programs across the Claude product surface to take customers from activation to value realization, expansion, and renewal, instrumenting and iterating on every program with product telemetry and qualitative signals.

Responsibilities

• Build and run a portfolio of programmatic CS plays (activation, scale, and expand) across 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: use-case discovery chats, digital QBRs, health reviews, feature nudges, consumption-drop saves, and 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; make them AI-native, repeatable, and self-serve over time.
• Flex across the needs of the function — ship agents, facilitate cohorts, launch communities, and apply the right CS program model to each problem.
• Instrument every program with consumption metrics, product telemetry, and qualitative signals; determine where digital vs human touchpoints deliver value and optimize the handoff.
• Treat every cohort as an experiment: iterate on agent prompts, workflow logic, content, facilitation, and channel mix; retire plays that don't meet impact thresholds.
• Synthesize patterns from thousands of program interactions and channel recurring issues to Product, Marketing, and Education so problems get solved once.
• Partner with Scaled CSMs, Sales, Strategy & Operations, and Support to define rules of engagement between programmatic and human-managed approaches.
• Model Claude-native CS and help the CS organization adopt AI-native practices; favor shipping with Claude over manual work where appropriate.

Requirements

• 6-8+ years in Customer Success with meaningful time in Digital, Scaled, or Programmatic CS functions.
• Proven track record delivering measurable customer outcomes (activation, adoption, NRR, retention) without a dedicated 1:1 relationship.
• Experience shipping lifecycle programs, in-app flows, digital QBRs, academies, webinar series, community programs, or churn-save automations that moved measurable metrics.
• Hands-on fluency with AI in your workflow: prototyping agents, generating content, analyzing accounts, or replacing internal processes with LLMs; able to speak concretely about outcomes.
• Direct experience running live 1:many engagements (webinar series, onboarding cohorts, communities, academies) and making them repeatable and AI-native.
• Comprehensive knowledge of CS program models (tech-touch, pooled, 1:many, digital) and the judgment to pick 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; able to follow Claude Code workflows, reason about token economics, and hold credible product conversations with technical customers and PMs.
• Excellent written communication: customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks.
• Conviction about responsible AI deployment and alignment with Anthropic’s mission.

Compensation

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

Logistics

• Minimum education: Bachelor’s degree or equivalent combination of education, training, and/or experience.
• Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience.
• Minimum years of experience: Correlates with internal job level requirements (posting requests 6-8+ years).
• Location-based hybrid policy: Staff expected to be in one of Anthropic offices at least 25% of the time (some roles may require more office time).
• Visa sponsorship: Anthropic states they do sponsor visas and retain an immigration lawyer to assist, though sponsorship is not guaranteed for every role/candidate.

Benefits

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

Technologies & Skills Mentioned

• Claude (Anthropic's LLM/agent)
• LLMs / agents / prompt engineering
• API-first and developer-facing products (Claude Code)
• Token economics
• Product telemetry and consumption analytics
• SQL or lightweight scripting
• Webinar/cohort/community facilitation and program design
• Responsible AI deployment and AI safety considerations