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Customer Success Manager, Scaled
Full-time
About the Role
As Anthropic scales its customer base across Claude Enterprise, Claude Code, and its API, 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. You will own the success of a large portfolio of Commercial and Enterprise customers, designing and executing scalable customer journeys through digital touchpoints, automated programs, one-to-many engagements, and strategic human intervention, while using Anthropic's own AI capabilities to transform digital customer engagement.
Responsibilities
Own scaled customer engagement for a large portfolio of Commercial and Enterprise accounts through digital-first touchpoints.
Execute timebound strategic human touchpoints at key moments: activation, expansion, renewal, and risk interventions.
Provide technical guidance, translating AI capabilities into business value for audiences from developers to executives.
Channel customer voice back to Product and leadership to influence roadmap and improve the customer experience.
Partner cross-functionally with Marketing, Sales, Product, and Customer Success on campaigns, handoffs, and playbooks.
Triage and prioritize across a pooled book, ramping quickly on unfamiliar accounts through a business-impact lens.
'Claudify' customer touchpoints by designing AI-powered processes that personalize communications and deliver proactive insights.
Design and execute one-to-many programs including email campaigns, webinars, office hours, and digital content.
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, with experience managing a high volume of accounts.
Experience with digital-first or tech-touch engagement: one-to-many programs, email campaigns, webinars, or automated journeys.
Systems thinking and process orientation, with experience building repeatable playbooks, templates, and frameworks.
A data-driven mindset, comfortable analyzing customer health metrics and program effectiveness.
Technical aptitude and genuine enthusiasm for responsible AI's potential to transform business.
Excellent communication skills and comfort building structure in ambiguity.
Strong Candidates May Have
Familiarity with AI/ML products, developer tools, or API-based products.
Experience in consumption-based or usage-driven business models.
Experience with Customer Success platforms (Gainsight, Vitally, ChurnZero) and marketing automation tools.
