Customer Success Programs Manager
Boston, MA; New York City, NY; San Francisco, CA; Seattle, WA; Washington, DC
Posted 16d ago
About the job
Anthropic is building reliable, interpretable, and steerable AI systems to be safe and beneficial for users and society. This role focuses on a new generation of Customer Success, where outcomes are primarily delivered through programs and automation, rather than 1:1 relationships. As a Success Programs Manager, you will own a portfolio of these programs, driving adoption and value at scale. You'll leverage AI, specifically Claude, to build automated journeys and agents, while also being skilled in running traditional engagements like webinars, onboarding cohorts, and communities. The goal is to design and ship programs that guide customers from activation to value realization, expansion, and renewal, treating each program as a compounding asset with measurable impact.
Responsibilities
- Build and manage a portfolio of programmatic customer success plays (activation, scale, expand) for various segments and products.
- Design and ship AI-powered engagement plays using Claude to augment or replace traditional customer success manager touchpoints.
- Define entry criteria, agent behavior, exit criteria, and success metrics for AI-driven customer engagement plays.
- Design and deliver high-leverage live engagements such as webinar series, onboarding cohorts, customer communities, and academies, with a focus on AI-nativity and repeatability.
- Adapt to the needs of the function, prioritizing agent development, cohort launches, or community initiatives as required.
- Instrument all programs with telemetry and qualitative signals to measure impact and identify areas for investment.
- Treat each program as an experiment, continuously iterating on prompts, workflows, content, and channel mix to maximize measurable impact.
- Synthesize patterns from program interactions to inform Product, Marketing, and Education teams.
- Partner with other teams (Scaled CSMs, Sales, Operations, Support) to define engagement rules and handoffs between programmatic and human-led interactions.
- Model and promote Claude-native customer success practices within the organization.
Requirements
- 6-8+ years of experience in Customer Success, with significant time in Digital, Scaled, or Programmatic CS.
- Proven track record of delivering measurable customer outcomes (activation, adoption, NRR, retention) without relying on dedicated 1:1 relationships.
- Experience shipping lifecycle programs, in-app flows, digital QBRs, academies, webinar series, community programs, or churn-save automations.
- Hands-on fluency with AI in personal workflows, including prototyping agents, generating content, or analyzing accounts using LLMs.
- Direct experience running live 1:many engagements (webinars, cohorts, communities, academies) and a drive to make them more AI-native and repeatable.
- Comprehensive knowledge of effective CS program models (tech-touch, pooled, 1:many, digital) and the ability to select the appropriate model for a given problem.
- A proactive mindset focused on leveraging AI (Claude) to replace manual workflows and build automated solutions.