Beneficial Deployments Customer Success Manager, Scaled Partnerships

Anthropic•San Francisco, CA

19h•$200,000 - $260,000•Hybrid

About The Position

As Anthropic’s Beneficial Deployments team scales its customer base across Claude Enterprise, Claude Code, and our API, we need to extend world-class customer success to a broader segment of customers through innovative, scalable approaches. The Scaled CSM will pioneer digital-first and one-to-many customer engagements that drive adoption and further mission driven organizations impact, at scale. As a Scaled Customer Success Manager at Anthropic, you’ll own the success of a broad portfolio of organizations who are committed to integrating AI to accelerate their impact. You’ll walk alongside them through onboarding, early wins, and scaled adoption — helping them stand up durable enablement, upskilling, and change-management practices so that Claude becomes part of how their teams actually work. Your work will directly shape how we engage with our nonprofit organizations at scale while maintaining the personalized, high-value experience that defines Anthropic. You’ll collaborate closely with our Beneficial Deployments Customer Success team to develop compelling content, with program leadership to co-develop engagement plans and surface learnings, with Product to channel customer insights, and with Customer Success leadership to continuously optimize our model. Importantly, this role centers on a carefully selected cohort of nonprofit partner organizations who have committed to working closely with us over the next year. You’ll partner with each of these organizations in depth — tailoring our programming, enablement, and support so it meets the distinct needs of their teams, and co-creating practices that build lasting internal capacity rather than vendor dependency. The learning generated through these will directly shape how we support the broader nonprofit ecosystem.

Requirements

3-5+ years in customer-facing roles such as Customer Success, Partnerships, Program Management, or Consulting — with experience managing a broad portfolio of relationships or building scaled partner programs
Experience working with mission-driven, nonprofit, public-sector, or purpose-led organizations
Experience supporting organizational change management, adult learning, or workforce upskilling initiatives
Experience with digital-first or tech-touch customer engagement: You’ve built or executed enablement programs including workshops, cohort-based learning, communities of practice, or partner onboarding journeys
Systems thinking and process orientation: You naturally ask “how might we scale this?“ and have experience building repeatable playbooks, templates, and frameworks that work across a diverse set of partner organizations and missions
Data-driven mindset: You’re comfortable analyzing partner engagement signals, adoption data, and program effectiveness to make decisions and optimize approaches
Technical aptitude and AI enthusiasm: You quickly master complex products, translate technical concepts across audiences, and are genuinely excited about responsible AI’s potential to advance mission-driven work. You’re committed to helping partner organizations adopt Claude safely and effectively
Excellent communication skills: You can create compelling written content for partner enablement and communicate effectively with stakeholders at all levels
Comfortable building in ambiguity: This is an evolving motion—you’ll thrive creating structure where none exists, iterating quickly based on what you learn alongside partners, and adapting as the program grows

Responsibilities

Own scaled customer engagement for a broad portfolio of organizations, deepening relationships through structured touchpoints that drive activation, meaningful adoption, and sustained impact aligned to each organizations mission
Design and execute one-to-many programs including workshops, office hours, cohort-based learning, peer learning webinars, partner-led thought leadership opportunities, and shared resources that educate organizations, accelerate adoption, and cultivate a vibrant cross-organizational community of practice.
Provide technical guidance. Help organizations shape AI roadmaps that are true to their mission and desired impact. Develop deep product expertise to guide implementation decisions, advise on safe and responsible adoption, and translate AI capabilities into mission-aligned outcomes for audiences from practitioners to executives
Create focus for peer exchange. Elevate customer voices and enterprise, and surface shared lessons that strengthen the broader nonprofit ecosystem.
Channel customer voice back to economic mobility team and product team by learning alongside customers — synthesizing feedback from working sessions, enablement programs, and ongoing engagement to influence roadmap and improve their experience
Partner cross-functionally with program leadership on engagement strategy, Product on adoption-driving features, and Customer Success on playbook development for enablement, upskilling, and change management
Establish a structured feedback cadence across a one-year program arc, gathering input at regular checkpoints (e.g., 30/60/90 days, mid-year, and end-of-year) and channeling what we hear into shared reporting that keeps customers and program leadership aligned on what's working, what needs to shift, and how we're responding.