Customer Success Programs Manager

Join Anthropic, a leading AI safety and research company, as a Customer Success Programs Manager. In this role, you will design and implement innovative customer engagement programs, leveraging AI technology to enhance customer experiences. You will work across the entire Claude product surface, focusing on activation, value realization, expansion, and renewal. Your efforts will have a measurable impact on customer success and satisfaction.

• Construire et gérer un portefeuille de programmes de réussite client, en se concentrant sur l'activation, l'expansion et la rétention.
• Concevoir et expédier des programmes d'engagement alimentés par Claude qui remplacent ou augmentent les points de contact traditionnels des CSM.
• Instrumenter chaque programme avec des signaux de consommation, de télémétrie produit et qualitatifs, et itérer continuellement sur les points de contact.
• Direct experience running live 1:many engagements. Webinar series, onboarding cohorts, communities, or academies and the instinct to make them more AI-native and repeatable every time you run them
• Hands-on fluency with AI in your own workflow. You've prototyped agents, generated content, analyzed accounts, or replaced internal processes with LLMs and you can talk concretely about what worked, what didn't, and what's next. You don't wait for AI tooling to arrive; you build it
• Strong data instincts. You're comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers. SQL or lightweight scripting is a plus
• 6-8+ years in Customer Success, with meaningful time in a Digital, Scaled, or Programmatic CS function
• Technical literacy with API-first and developer-facing products. You can follow a Claude Code workflow, reason about token economics, and have a credible product conversation with technical customers and PMs
• Excellent written communication. Most of your output is customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks. Tone, clarity, and specificity matter
• You've shipped lifecycle programs, in-app flows, digital QBRs, academies, webinar series, community programs, or churn-save automations that moved real numbers
• Comprehensive knowledge of effective CS programs and the range to flex across them. You know the strengths and failure modes of tech-touch, pooled, 1:many, and digital models, and you pick the right one for the problem rather than defaulting to the one you know best
• A restless "how could we do this with Claude?" reflex. When you see a manual workflow, your first instinct is to replace it with an agent. When you see a 1:1 touchpoint, you ask whether it could be 1:many or pure digital
• A clear track record of delivering measurable customer outcomes; activation, adoption, NRR, retention, without a dedicated 1:1 relationship
• Conviction about responsible AI deployment and genuine interest in Anthropic's mission
• Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
• We encourage you to apply even if you do not believe you meet every single qualification