Manager, Customer Success - Beneficial Deployments

Anthropic•San Francisco, NY

16h•Hybrid

About The Position

About the role As a Manager of Beneficial Deployments Customer Success at Anthropic, you'll be a pivotal front-line leader managing Customer Success Managers who drive value across our portfolio of Beneficial Deployments Customers. Anthropic’s Beneficial Deployments team is focused on building AI for good through partnerships with high-impact organizations across education, public health, life sciences, economic mobility, and more. You'll directly coach and develop a team of 4+ CSMs while maintaining strategic oversight of high-impact customer engagements. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value and expanding our footprint across mission-driven organizations. This will be a player-coach role: in addition to leading the team, you will directly own a few strategic accounts, keeping you close to the day-to-day work of driving partner impact and letting you model excellence for your team . You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization.

Requirements

7+ years of experience in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience and nonprofit experience.
Proven ability to drive value realization and measurable customer outcome, with working knowledge of consumption-based and seat-based business models; you measure success by the impact delivered, not consumption alone.
Clear understanding of nonprofit operational realities (budget cycles, grant funding, board governance, resource constraints) and awareness of how mission-driven organizations evaluate success (impact metrics, beneficiary outcomes, funder requirements)
Proven track record of managing and building customer success teams in Nonprofit, SaaS, API, or AI/ML companies
Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
Strong executive presence and ability to represent Anthropic with customer technical and business leaders
Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
Track record of achieving team targets for expansion, retention and customer satisfaction
Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology
People Management
Customer Success Strategy (Build the business)
Executive Customer Engagement
Operational Building (Run the Business)
Product & Technical Acumen

Responsibilities

Directly manage and develop a team of 4-8 Customer Success Managers supporting strategic nonprofit accounts
Serve as a player-coach by directly owning a few strategic accounts, driving outcomes for our highest-impact partnerships while demonstrating best-in-class customer success practices for the team.
Help shape and execute account strategies that nurture growth and deepen impact within nonprofit and mission-driven organizations, adapting enterprise CS motions to the realities of nonprofit budgets, capacity, and stakeholder structures
Support future nonprofit launches. As our products and offerings evolve, partner with Product, Marketing, Partnerships, and Sales to determine how we bring them to customers, and hold the team accountable for partners realizing the value the launch promised.
Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite
Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders across flagship partnerships
Help shape our systems integrator and implementation partner model, partnering internally to extend delivery capacity and reach far more nonprofits than we can serve one to one
Serve as a visible voice on AI adoption in the nonprofit and mission-driven sector, represent Anthropic at sector convenings, customer-facing forums, and bring that external point of view back to sharpen our strategy
Build and refine scalable CS processes including success planning frameworks, QBR templates, and repeatable sector playbooks
Partner closely with Sales to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
Collaborate cross-functionally with Product, Engineering, Partnerships, Marketing, and Policy to advocate for customer needs and drive a seamless customer journey
Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales
Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team hands-on expertise
Conduct regular 1:1s, performance reviews, and career development planning for direct reports
Serve as escalation point for at-risk accounts and complex customer situations within your team's portfolio
Develop customer advocacy programs including case studies, testimonials, and communities of practice