Manager, Customer Success

Details

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. The Customer Success Manager role will be the first EMEA front-line leader managing the EMEA Customer Success Managers who drive value across Anthropic’s product portfolio (API, Claude.ai, Claude Code). You will coach and develop a team of 5–8 CSMs, maintain strategic oversight of high-impact customer engagements, and build scalable CS processes, methodologies, and playbooks to maximize customer value, drive consumption, and expand footprint across enterprise accounts.

Responsibilities

• Directly manage and develop a team of 5–8 Customer Success Managers supporting strategic enterprise accounts across Anthropic products (API, Claude.ai, Claude Code)
• Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across the 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; demonstrate 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

Requirements

• 7+ years of experience in customer success, account management, or customer-facing roles, with 2+ 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 consumption-based and seat-based business models, with the ability to drive adoption, expansion, and value realization
• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
• Strong executive presence and ability to represent Anthropic with technical and business leaders
• Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
• Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
• Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
• Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
• Track record of achieving team targets for expansion, retention and customer satisfaction
• Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology

Compensation

• Annual Salary: £165,000 - £195,000 GBP

Logistics

• Location: London, UK
• Education: Bachelor's degree in a related field or equivalent experience required
• Location-based hybrid policy: staff expected 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 when an offer is made

Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Office space for collaboration

How we're different

Anthropic emphasizes large-scale, collaborative AI research with a focus on steerable, trustworthy AI. The organization values communication, cross-functional collaboration, and research directions informed by recent work (e.g., topics related to GPT-3, interpretability, scaling laws, AI safety).