Manager, Customer Success – Strategic Consumer Tech
Core
Lead a team of Customer Success Managers supporting strategic enterprise accounts for Anthropic's AI products (API, Claude.ai, Claude Code), driving consumption, expansion, and value realization.
Role type
Manager, Customer Success (Strategic Consumer Tech)
Builds
Scalable CS processes, methodologies, playbooks, and team culture for high-impact enterprise engagements.
Domain
Artificial Intelligence / Large Language Models / Enterprise SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
People leadership, team coaching, strategic account management, consumption-based business model expertise, executive presence, cross-functional partnership, data-driven operational planning, responsible AI advocacy
Preferred skills
Building CS processes and playbooks, coaching CS professionals, achieving team targets for expansion and retention, navigating technical AI/ML conversations
Technologies
Anthropic API, Claude.ai, Claude Code
Responsibilities
Manage and develop a team of 5-10 CSMs; Coach team on best practices including change management and value realization; Drive accountability to core CS metrics (expansion, health scores, retention, CSAT); Join strategic engagements with C-level stakeholders; Build scalable CS processes and playbooks; Partner with Sales and Applied AI for expansion; Collaborate with Product, Engineering, and Marketing; Contribute to hiring and training; Establish an AI-first team culture; Conduct performance reviews; Own portfolio planning and forecasting; Serve as escalation point for at-risk accounts; Develop customer advocacy programs; Champion responsible AI deployment.
Seniority
Manager, hands-on leadership
