Manager, Customer Success – Cyber
Core
Lead a team of Customer Success Managers supporting strategic cybersecurity accounts for Anthropic's AI products (API, Claude.ai, Claude Code), driving expansion, retention, and value realization.
Role type
Manager, Customer Success (Cybersecurity)
Builds
Scalable CS processes, methodologies, playbooks, and team performance against KPIs.
Domain
Artificial Intelligence / Cybersecurity
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
People leadership, cybersecurity domain expertise, SaaS customer success management, enterprise account management, consumption-based business model fluency, executive presence, strategic planning, data-driven decision making, team coaching, cross-functional collaboration.
Preferred skills
Experience in AI/ML companies, experience with security operations/detection/response/identity/cloud security, building CS processes and playbooks, driving expansion and retention targets.
Technologies
Anthropic API, Claude.ai, Claude Code
Responsibilities
Manage and develop a team of 5-10 CSMs; Provide cybersecurity subject matter expertise to customers and team; Drive team accountability to core CS metrics (expansion, health, retention, satisfaction); Join strategic customer engagements with C-level stakeholders; Build and refine scalable CS processes and playbooks; Partner with Sales, Product, Engineering, and Marketing; Conduct hiring, onboarding, and training; Establish team culture; Perform 1:1s and 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