Anthropic· Sales· Boston, MA; New York City, NY; San Francisco, CA; Seattle, WA
Customer Success Manager, Scaled
Classified Tasks (21)
Automate 0%Augment 90%Human-Only 10%
Augment (19)
AI assists, human decides
Own scaled customer engagement for a large portfolio of Commercial and Enterprise accounts
leadership
Manage customers through timebound, digital-first touchpoints that drive activation, consumption, retention, and expansion across Claude Enterprise, Claude Code, and API products
operational
Design and execute scalable customer journeys using digital touchpoints, automated programs, one-to-many engagements, and strategic human intervention
operational
Pioneer digital-first and one-to-many customer engagements to increase adoption, stickiness, retention, and expansion at scale
creative
Provide technical guidance to customers on implementation decisions
technical
Develop deep product expertise to guide customer implementation and adoption
technical
Translate AI capabilities into business value for audiences ranging from developers to executives
communication
Aggregate insights from digital interactions, surveys, and community engagement and channel customer voice to Product and leadership to influence roadmap and improve customer experience
analytical
Partner with Programmatic Success to develop compelling customer content
creative
Partner with Marketing to plan and execute customer campaigns
operational
Partner with Sales to co-develop strategic plans, ensure seamless handoffs, and drive growth opportunities
leadership
Partner with Product to channel customer insights and build adoption-driving features
analytical
Partner with Customer Success leadership to continuously optimize the scaled engagement model and playbooks
leadership
Triage and prioritize engagement requests from a shared queue across a large customer pool
operational
Ramp quickly on unfamiliar accounts to achieve effective engagement coverage
operational
Prioritize activities through a business-impact lens to maintain quality across high concurrent volume
analytical
Design and implement AI-powered processes to personalize communications, automate repetitive tasks, and deliver proactive insights at scale using Claude
technical
Claudify customer touch points by integrating AI tools and workflows to enhance the customer experience
technical
Design and execute one-to-many programs to engage broad customer segments
operational
Human-Only (2)
Requires human judgment
Execute timebound strategic human touchpoints at key moments including customer activation, expansion discussions, renewal conversations, and risk interventions
communication
Advise customers on safe and impactful adoption of new features
communication
Job description
About Anthropic 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. 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 </stro