Anthropic03.04.2026
Customer Success Manager, Scaled
New York City
Обязанности
- 01Own scaled customer engagement for a large portfolio of Commercial and Enterprise accounts, managing customers through timebound, digital-first touchpoints that drive activation, consumption, retention, and expansion across Claude Enterprise, Claude Code, and API products
- 02Execute timebound strategic human touchpoints at key moments— customer activation, expansion discussions, renewal conversations, risk interventions - ensuring high-impact interactions when customers need them most
- 03Provide technical guidance. Develop deep product expertise to guide implementation decisions, advise on safe, impactful adoption of new features, and translate AI capabilities into business value for audiences from developers to executives
- 04Channel customer voice back to Product and leadership by aggregating insights from digital interactions, surveys, and community engagement to influence roadmap and improve customer experience
- 05Partner cross-functionally with Marketing on customer campaigns, Sales on handoffs and growth, Product on adoption-driving features, and Customer Success on playbook development and optimization
- 06Triage and prioritize across a pooled book. Work from a shared queue of engagement requests across a large customer pool. Ramp quickly on unfamiliar accounts, ruthlessly prioritize through a business-impact lens, and maintain quality across high concurrent volume
- 07Claudify customer touch points by designing and implementing AI-powered processes that enhance the customer experience—using Claude to personalize communications, automate repetitive tasks, and deliver proactive insights at scale
- 08Design and execute one-to-many programs including email campaigns, webinars, office hours, and digital content that educate customers, drive product adoption, and surface expansion opportunities across customer segments
- 09Develop scalable onboarding and activation programs that ensure customers achieve rapid time-to-value, including digital onboarding sequences, self-service resources, and pooled support models
Требования
- 013-5+ years in customer-facing roles such as Customer Success, Customer Marketing, or Account Management or Consulting —with experience managing a high volume of accounts or building scaled programs
- 02Experience with digital-first or tech-touch customer engagement: You've built or executed one-to-many programs including email campaigns, webinars, customer communities, or automated customer journeys
- 03Systems thinking and process orientation: You naturally ask 'how might we scale this?' and have experience building repeatable playbooks, templates, and frameworks that work across diverse customer types
- 04Data-driven mindset: You're comfortable analyzing customer health metrics, product usage data, and program effectiveness to make decisions and optimize approaches
- 05Technical aptitude and AI enthusiasm: You quickly master complex products, translate technical concepts across audiences, and are genuinely excited about responsible AI's potential to transform business. You're committed to helping customers adopt Claude safely and effectively
- 06Excellent communication skills: You can create compelling written content for customer programs and communicate effectively with stakeholders at all levels
- 07Comfortable building in ambiguity: This is an evolving motion—you'll thrive creating structure where none exists, iterating quickly based on learnings, and adapting as the business grows
Условия
- 01The annual compensation range for this role is listed below. For sales roles, the range provided is the role’s On Target Earnings (OTE) range