The opportunity
As Manager, Customer Success – Strategic Consumer Tech, you'll lead the Customer Success Managers who cover our strategic consumer technology accounts, fast-moving consumer technology companies building on Claude across API, Claude Code, Cowork and other surfaces. You'll…
What you'll do
Directly manage and develop a team of 5-10 Customer Success Managers: supporting strategic enterprise 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
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 Fortune 500 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
What they're looking for
- 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
