Customer Success Programs Manager

Anthropic•Washington, DC

2d•Hybrid

About The Position

Anthropic's mission is to create reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society. The company is seeking a Customer Success Programs Manager to own a portfolio of programs that drive adoption and value at scale, with a focus on AI-native solutions. This role involves designing and shipping programs that guide customers from activation to value realization, expansion, and renewal, treating each program as a compounding asset. The ideal candidate will have a strong bias towards building automated solutions with AI before manual workflows, while also being skilled in running traditional customer success engagements like webinars and onboarding cohorts. The role requires a high bar for measurable impact, data instrumentation, and continuous iteration on program effectiveness. The Customer Success Programs Manager will also act as a voice for customers who may not have direct human interaction, synthesizing feedback to inform Product, Marketing, and Education teams. Collaboration with Scaled CSMs, Sales, Strategy & Operations, and Support is crucial to define engagement rules and ensure seamless transitions between programmatic and human-led support. The role emphasizes modeling what Claude-native Customer Success looks like and driving the broader CS organization towards this vision.

Requirements

6-8+ years in Customer Success, with meaningful time in a Digital, Scaled, or Programmatic CS function.
A clear track record of delivering measurable customer outcomes; activation, adoption, NRR, retention, without a dedicated 1:1 relationship.
You've shipped lifecycle programs, in-app flows, digital QBRs, academies, webinar series, community programs, or churn-save automations that moved real numbers.
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.
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.
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.
Strong data instincts. You're comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers. SQL or lightweight scripting is a plus.
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.
Conviction about responsible AI deployment and genuine interest in Anthropic's mission.

Nice To Haves

SQL or lightweight scripting is a plus.

Responsibilities

Build and run a portfolio of programmatic CS plays (activation, scale and expand) across the long tail and unmanaged segments, spanning Claude Enterprise; Cowork, and Claude Code.
Design and ship Claude-powered engagement plays 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.
Design and deliver high-leverage live engagements. 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.
Flex across the needs of the function. 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.
Instrument every program 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.
Treat every cohort as an experiment. 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.
Represent the customers a human will never meet. Synthesize patterns from thousands of program interactions and channel them to Product, Marketing, and Education so repeat issues get solved once.
Partner with Scaled CSMs, Sales, Strategy & Operations, and Support 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.
Model what Claude-native CS looks like 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.