Customer Success Programs Manager

<div class="content-intro"><h2><strong>About Anthropic</strong></h2> <p>Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.</p></div><h2 class="heading">About the role</h2> <p>At Anthropic, we believe the next generation of Customer Success looks fundamentally different; most customer outcomes will be delivered through programs, not 1:1 relationships, and increasingly without a human in the loop. As a <strong>Success Programs Manager</strong>, you'll own a portfolio of those programs and flex across whatever the function needs to drive adoption and value at scale.</p> <p>As a CS Programs Lead you’ll think "How could we do this with Claude?" as a reflex — your default is to build an agent or an automated journey before you build a manual workflow. But you're also fluent in the craft of running engagements: you've personally designed and delivered 1:many webinars, stood up onboarding cohorts, and built communities that compound. You move comfortably between shipping an AI-native lifecycle flow on Monday and facilitating a live customer cohort on Tuesday.</p> <p>You'll work across the full Claude product surface, designing and shipping the programs that take customers from activation to value realization, expansion, and renewal. Instead of managing a book of accounts, you'll manage a portfolio of programs, each one a compounding asset that serves more customers, more effectively, every week it ships. You hold a high bar for measurable impact, you instrument what you build, and you retire what doesn't earn its keep.</p> <p>If the idea of a CS team that builds and ships as much as it joins calls excites you, and you want the range to do both, this role is for you.</p> <h2 class="heading">Key responsibilities:</h2> <ul> <li> <p><strong>Build and run a portfolio of programmatic CS plays </strong>(activation, scale and expand) across the long tail and unmanaged segments, spanning Claude Enterprise; Cowork, and Claude Code.</p> </li> <li> <p><strong>Design and ship Claude-powered engagement plays</strong> that replace or augment traditional CSM touchpoints: use-case discovery chats, digital QBRs, health reviews, feature nudges, consumption-drop saves, and expansion prompts. Define entry criteria, agent behavior, exit criteria, and success metrics for each.</p> </li> <li> <p><strong>Design and deliver high-leverage live engagements.</strong> 1:many webinar series, onboarding cohorts, customer communities, and academies, and look for every opportunity to make them AI-native, repeatable, and self-serve over time.</p> </li> <li> <p><strong>Flex across the needs of the function.</strong> Some weeks the priority is an agent; some weeks it's a cohort or a community launch. You bring comprehensive knowledge of what effective CS programs look like and apply the right model to the problem in front of you.</p> </li> <li> <p><strong>Instrument every program</strong> with consumption, product telemetry, and qualitative signals. Know which touchpoints — digital or live — deliver the most value and where the handoff between digital and human should sit, and invest accordingly.</p> </li> <li> <p><strong>Treat every cohort as an experiment.</strong> Continuously iterate on agent prompts, workflow logic, content, facilitation, and channel mix. Hold a high bar for measurable impact; kill plays that don't move the numbers.</p> </li> <li> <p><strong>Represent the customers a human will never meet.</strong> Synthesize patterns from thousands of program interactions and channel them to Product, Marketing, and Education so repeat issues get solved once.</p> </li> <li> <p><strong>Partner with Scaled CSMs, Sales, Strategy &amp; Operations, and Support</strong> to define the rules of engagement: where programmatic graduates to human, where human hands back to programmatic, and how the modes reinforce rather than duplicate each other.</p> </li> <li> <p><strong>Model what Claude-native CS looks like</strong> and help the rest of the CS org get there — your ratio of things-you-wrote to things-you-shipped-with-Claude should tilt hard toward the second.</p> </li> </ul> <h2 class="heading">You may be a good fit if you have:</h2>