Head of Programmatic Customer Success

Join Anthropic, a leading AI safety and research company, as the Head of Programmatic Customer Success. In this newly created role, you will define and own the programmatic customer success strategy, design and ship digital success programs, and build and run AI-powered engagement plays. You will also establish the metrics framework for programmatic success, run a rigorous experimentation program, and lead a small, high-leverage team. This position offers a competitive salary, equity packages, and comprehensive benefits.

• Definir y ser responsable de la estrategia de éxito del cliente programático, incluyendo la segmentación de cuentas y los movimientos de cada segmento.
• Diseñar y lanzar programas de éxito digital que impulsen la activación y el uso habitual sin cobertura humana.
• Establecer el marco de métricas para el éxito programático, definir lo que significa "activado" en cada nivel y construir la instrumentación para rastrearlos.
• The right person for this role has built something like this before, at real scale, and is genuinely excited to build it again from the ground up with better tools — including Claude itself as a core part of how the team operates
• Experience managing and developing teams
• Strong cross-functional instincts — comfortable writing briefs that other teams execute against, resolving handoff ambiguity, and influencing roadmaps without direct authority
• Track record of building scalable systems and programs, not just managing existing ones; you've started from a blank page before
• Proven experience leading and building programmatic, digital success, lifecycle, or PLG motions at significant scale — with direct ownership of an adoption or activation outcome
• Data-driven approach to decision-making, including experience designing experiments that distinguish real behavior change from activity metrics
• Experience spanning more than one of: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS — ideally combined into a single integrated motion
• Hands-on familiarity with AI-powered workflows or automation as a force multiplier for a small team
• Background working at a fast-growing technology company where the playbook was still being written
• Experience with tiered coverage models and designing the handoffs between high-touch and low-touch