Manager, Customer Success - Commercial

About the job

Responsibilities

• Directly manage and develop a team of approximately 5 Customer Success Managers supporting strategic mid-market, PE-backed, and SMB accounts across all Anthropic products.
• Build scalable and agentic success strategies to accelerate consumption, expansion, and value realization for the commercial portfolio.
• Coach team members on customer success best practices, including change management, adoption strategies, value realization, and expansion methodologies.
• Drive team accountability for core CS metrics such as expansion, customer health scores, retention (NRR), and customer satisfaction (CSAT).
• Participate in strategic customer engagements and escalations, demonstrating executive presence with founders and C-level leaders.
• Develop and refine scalable CS processes, including success planning frameworks, QBR templates, and expansion playbooks.
• Collaborate with Sales and Applied AI teams to identify expansion opportunities and ensure aligned account strategies.
• Partner 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 grows.
• Foster an AI-first, innovation-focused team culture, enhancing team processes and expertise.
• Conduct regular 1:1s, performance reviews, and career development planning for direct reports.
• Manage portfolio-level planning and forecasting, including renewal risk mitigation and expansion pipeline development.
• Serve as an escalation point for at-risk accounts and complex customer situations.
• Develop customer advocacy programs, including case studies and testimonials.
• Champion responsible AI deployment practices and represent Anthropic's values in customer interactions.

Requirements

• 7+ years of experience in customer success, account management, or customer-facing roles.
• 3+ 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 large customer portfolios at commercial scale (mid-market, SMB, PE-backed), including high-volume accounts.
• Strong understanding of consumption-based business models and ability to drive adoption and expansion.
• Technical fluency to understand AI/ML products and navigate technical conversations.
• Strong executive presence and ability to represent Anthropic with customer leaders.
• Strong business acumen with ability to articulate value and drive customer business outcomes.
• Ability to balance strategic thinking with tactical execution and context-switch effectively.
• Experience building CS processes, playbooks, and operational frameworks using data.
• Demonstrated ability to coach customer success professionals and 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.