Customer Success Manager, Scaled

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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 leadersh

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