Customer Success Manager, Scaled

Department: Sales

About the role

As Anthropic 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, stickiness, retention, and expansion at scale.

This role sits at the intersection of Customer Success innovation and AI transformation. As a Scaled Customer Success Manager at Anthropic, you'll be owning the success of a large portfolio of Commercial and Enterprise customers, you’ll design and execute scalable customer journeys through digital touch points, automated programs, one-to-many engagements, and strategic human intervention. You won't just manage customers — you'll "Claudify" the customer experience by building AI-powered processes that transform how customers adopt and derive value from Claude. Your work will directly shape how we engage customers at scale while maintaining the personalized, high-value experience that defines Anthropic.

You'll collaborate closely with our Programmatic Success team to develop compelling customer content, with Sales organization to co-develop strategic plans, ensure seamless handoffs, and drive growth opportunities, with Product to channel customer insights and build consumption-driving features, and with Customer Success leadership to continuously optimize our scaled engagement model, all while pioneering how we leverage our own AI capabilities to transform digital customer engagement.

Responsibilities:

• Own scaled customer engagement for a large portfolio of Commercial and Enterprise accounts, managing customers through timebound, digital-first touchpoints that drive activation, consumption, retention, and expansion across Claude Enterprise, Claude Code, and API products

• Execute timebound strategic human touchpoints at key moments— customer activation, expansion discussions, renewal conversations, risk interventions - ensuring high-impact interactions when customers need them most

• Provide technical guidance. Develop deep product expertise to guide implementation decisions, advise on safe, impactful adoption of new features, , and translate AI capabilities into business value for audiences from developers to executives

• Channel customer voice back to Product and leadership by aggregating insights from digital interactions, surveys, and community engagement to influence roadmap and improve customer experience

• Partner cross-functionally with Marketing on customer campaigns, Sales on handoffs and growth, Product on adoption-driving features, and Customer Success on playbook development and optimization

• Triage and prioritize across a pooled book. Work from a shared queue of engagement requests across a large customer pool. Ramp quickly on unfamiliar accounts, ruthlessly prioritize through a business-impact lens, and maintain quality across high concurrent volume.

• "Claudify" customer touch points by designing and implementing AI-powered processes that enhance the customer experience—using Claude to personalize communications, automate repetitive tasks, and deliver proactive insights at scale

• Design and execute one-to-many programs including email campaigns, webinars, office hours, and digital content that educate customers, drive product adoption, and surface expansion opportunities across customer segments

• Develop scalable onboarding and activation programs that ensure customers achieve rapid time-to-value, including digital onboarding sequences, self-service resources, and pooled support models

You may be a good fit if you have:

• 3-5+ years in customer-facing roles such as Customer Success, Customer Marketing, or Account Management or Consulting —with experience managing a high volume of accounts or building scaled programs

• Experience with digital-first or tech-touch customer engagement: You've built or executed one-to-many programs including email campaigns, webinars, customer communities, or automated customer 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 diverse customer types

• Data-driven mindset: You're comfortable analyzing customer health metrics, product usage 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 transform business. You're committed to helping customers adopt Claude safely and effectively

• Excellent communication skills: You can create compelling written content for customer programs 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 learnings, and adapting as the business grows

Strong candidates may have:

• Familiarity with AI/ML products, developer tools, or API-based products

• Experience in consumption-based or usage-driven business models

• Track record of building customer programs from scratch that drove measurable retention or expansion outcomes

• Experience with Customer Success platforms (Gainsight, Vitally, ChurnZero) and marketing automation tools

• Background in Digital Customer Success, Scaled Success, Customer Education, or Customer Marketing