Customer Success Manager

Job Description

About the role

As Manager, Customer Success — GSI at Anthropic, you'll lead the front-line team responsible for Anthropic's most complex and highest-leverage customer relationships: the Global Systems Integrators and consulting firms who deploy Claude inside their own firms, in addition to, extending Anthropic’s scale by deploying Claude across their clients. You'll directly coach and develop a team of 5–8 Customer Success Managers who drive value across our entire product portfolio e.g. Claude Platform, Claude Code and Claude Cowork,  while building and maintaining strategic relationships with our flagship partners.

You'll inherit a partially-formed team and hire the rest of it, while establishing the plays, frameworks, and operating rhythms that make GSI success repeatable and scalable. GSIs are highly matrixed organizations with multiple practices, service lines, geographies, and stakeholder groups, and success requires influence without formal authority at every level. Your team will run Claude Center of Excellence builds, Train-the-Trainer programs, and multi-practice rollouts — and you'll be the person who directs what works at one partner into a methodology that works at all of them.

You'll be instrumental in defining how Anthropic scales Customer Success through partners, not just to them.

Responsibilities

• Directly manage and develop a team of 5–8 Customer Success Managers supporting GSI and consulting-firm partnerships across all Anthropic products.

• Own the hiring plan to build the team from its current size to full strength, including sourcing strategy and onboarding, while contributing to hiring, onboarding, and training initiatives across all of Customer Success as it scales

• Coach team members on GSI-specific customer success practice: navigating matrixed partner organizations, activating champions across practices, change management at firm scale, and value realization across both consumption and seat-based models

• Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell identification), customer health, retention (NRR), and customer satisfaction (CSAT)

• Join strategic partner engagements and escalations, demonstrating executive presence with practice leaders, CTOs, and managing-partner-level stakeholders

• Build and refine the GSI success methodology, including but not limited to, success planning frameworks, QBR templates, Center of Excellence blueprints, Train-the-Trainer curricula, and expansion playbooks that extend from one GSI to the next

• Partner closely with Sales and the Partnerships organization to align on account strategy, facilitate handoffs, and separate the partner's internal adoption motion from the client-facing motion

• Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for GSI needs and translate field signal into product direction

• Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening hands-on expertise

• Conduct regular 1:1s, performance reviews, and career development planning for direct reports

• Own portfolio-level planning and forecasting, including renewal risk mitigation and consumption development across the GSI book

• Serve as escalation point for at-risk customers and complex situations within your team's portfolio

• Develop GSI advocacy assets including case studies, testimonials and reference architectures

• Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions

You may be a good fit if you have

• 7+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience

• Direct experience driving success with GSIs (e.g. Accenture, IBM, Cognizant, TCS, Infosys) and/or Tier 1 consulting firms (McKinsey, BCG, Bain)

• Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies

• Experience managing customer portfolios at enterprise scale, including accounts with $1M–$100M+ annual contract values

• Demonstrated ability to drive outcomes in highly matrixed organizations where you held no formal authority, and to coach a team to do the same

• Strong understanding of both consumption-based and seat-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures

• Experience developing scalable enablement programs, repeatable delivery methodologies, or frameworks that multiple teams adopted independently of you

• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on capabilities across multiple offerings

• Strong executive presence and the ability to represent Anthropic with partner technical and business leaders

• Strong business acumen with the ability to articulate value, calculate ROI, and drive customer business outcomes

• Ability to balance strategic thinking with tactical execution and context-switch between coaching, partner engagement, and operational planning

• A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality

• 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

Annual Salary: 265000 - 320000 USD