The opportunity
As Manager, Customer Success – Cyber, you'll lead the Customer Success Managers who cover our cybersecurity accounts: the security, identity, cloud, data protection and observability vendors building on Claude across API, Claude Code, Cowork and other surfaces, both inside their…
What you'll do
Directly manage and develop a team of 5-10 Customer Success Managers: supporting strategic cybersecurity accounts across all Anthropic products (API, Claude.ai , Claude Code)
Coach team members on customer success best practices, including change: management and adoption strategies, value realization, and expansion methodologies across our product suite
Provide cybersecurity subject matter expertise to cyber customers and the: CSMs supporting them: bring domain knowledge of security operations, detection and response, identity, cloud and data protection to customer engagements, and coach the team on how cyber vendors build, buy and embed AI so they can engage credibly with CISOs, CTOs and principal engineers
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 C-level stakeholders at leading cybersecurity companies
Build and refine scalable CS processes including success planning frameworks,: QBR templates, and expansion playbooks
What they're looking for
- Partner closely with Sales 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
