Customer Success Programs Manager
Core
Design and ship programmatic customer success plays (activation, scale, expansion) for Claude Enterprise, Cowork, and Claude Code, replacing 1:1 relationships with AI-native workflows and live cohorts.
Role type
Senior Customer Success Programs Manager
Builds
AI-native lifecycle flows, digital QBRs, onboarding cohorts, customer communities, and automated engagement plays for the Claude product suite.
Domain
Generative AI / Enterprise SaaS
Deliverable
production ML models | product features
Required skills
Programmatic customer success strategy, AI/LLM workflow design, cohort management, data analysis, technical product literacy, written communication
Preferred skills
SQL, lightweight scripting, API-first product experience, token economics reasoning
Technologies
Claude, LLMs, product telemetry tools
Responsibilities
Build and run a portfolio of programmatic CS plays across long-tail segments; Design and ship Claude-powered engagement plays (use-case discovery, health reviews, expansion prompts); Design and deliver high-leverage live engagements (webinars, academies); Instrument programs with consumption and product telemetry; Treat cohorts as experiments to iterate on agent prompts and workflows; Synthesize customer patterns to inform Product and Marketing; Partner with Scaled CSMs, Sales, and Strategy to define engagement rules.
Seniority
Senior, hands-on IC
