Manager, Customer Success - Commercial

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

As Manager, Customer Success – Commercial, you'll lead the Customer Success Managers who cover our Commercial accounts: high-growth mid-market technology companies (including cybersecurity and fintech), mid-market organizations in industries such as financial services, healthcare, legal and professional services, private equity-backed portfolio companies, and a high-volume SMB book, all building on Claude across API, Claude Code, Cowork and other surfaces. You'll directly coach and develop a team of ~5 CSMs, develop scalable motions to support the broader portfolio, while keeping strategic oversight of the highest-impact engagements in the segment. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint across commercial accounts. You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization.

Responsibilities:

Directly manage and develop a team of ~5 Customer Success Managers supporting strategic mid-market, PE-backed and SMB accounts across all Anthropic products (API, Claude Cowork, Claude Code)

Build scalable and agentic success strategies and motions to accelerate consumption, expansion and value realization across the whole commercial portfolio

Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite

Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), customer health scores, retention (NRR), and customer satisfaction (CSAT)

Join strategic customer engagements and escalations, demonstrating executive presence with founders, C-level and functional leaders at high-growth mid-market and PE-backed companies

Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks

Partner closely with Sales and Applied AI to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies

Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption

Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales

Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team hands-on expertise

Conduct regular 1:1s, performance reviews, and career development planning for direct reports

Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion pipeline development

Serve as escalation point for at-risk accounts and complex customer situations within your team's portfolio

Develop customer advocacy programs including case studies, testimonials, and reference architecture development

Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions

You may be a good fit if you have:

7+ years of experience in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience

Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies

Experience managing large customer portfolios at commercial scale (mid-market, SMB and PE-backed companies), including a high volume of accounts ranging from ~$100K to $10M+ in …