Manager, Customer Success - Commercial
Core
Lead a team of ~5 Customer Success Managers to drive consumption, expansion, and value realization for high-growth mid-market, PE-backed, and SMB accounts using Anthropic's AI products.
Role type
Manager, Customer Success (Commercial)
Builds
Scalable customer success processes, methodologies, and playbooks for commercial accounts
Domain
AI/ML SaaS (API, Claude Code, Cowork) for mid-market and SMB technology and professional services
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership and coaching, consumption-based business model expertise, strategic account management, data-driven performance management, cross-functional partnership, process building
Preferred skills
Experience in AI/ML product companies, executive presence, responsible AI advocacy
Technologies
Anthropic API, Claude Code, Claude Cowork
Responsibilities
Manage and develop a team of ~5 CSMs, build scalable success strategies, drive team accountability to CS metrics (expansion, retention, CSAT), join strategic customer engagements, build CS processes and playbooks, partner with Sales and Applied AI, contribute to hiring and training, establish team culture, conduct performance reviews, own portfolio planning and forecasting, serve as escalation point, develop customer advocacy programs, champion responsible AI deployment
Seniority
Manager, hands-on leadership