Description
As a Manager of Beneficial Deployments Customer Success at Anthropic, you'll be a pivotal front-line leader managing Customer Success Managers who drive value across our portfolio of Beneficial Deployments Customers.
Anthropic's Beneficial Deployments team is focused on building AI for good through partnerships with high-impact organizations across education, public health, life sciences, economic mobility, and more.
You'll directly coach and develop a team of 4+ CSMs while maintaining strategic oversight of high-impact customer engagements.
This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value and expanding our footprint across mission-driven organizations.
Responsibilities:
- Directly manage and develop a team of 4-8 Customer Success Managers supporting strategic nonprofit accounts
- Serve as a player-coach by directly owning a few strategic accounts, driving outcomes for our highest-impact partnerships while demonstrating best-in-class customer success practices for the team
- Help shape and execute account strategies that nurture growth and deepen impact within nonprofit and mission-driven organizations, adapting enterprise CS motions to the realities of nonprofit budgets, capacity, and stakeholder structures
- Support future nonprofit launches
- Coach team members on customer success best practices
- Join strategic customer engagements and escalations
- Help shape our systems integrator and implementation partner model
- Serve as a visible voice on AI adoption in the nonprofit and mission-driven sector
- Build and refine scalable CS processes
- Partner closely with Sales to identify expansion opportunities
- Collaborate cross-functionally with Product, Engineering, Partnerships, Marketing, and Policy
- Contribute to hiring, onboarding, and training initiatives
- Establish and nurture an AI-first, innovation-focused team culture
- Conduct regular 1:1s, performance reviews, and career development planning for direct reports
- Serve as escalation point for at-risk accounts and complex customer situations
- Develop customer advocacy programs
Requirements:
- 7+ years of experience in customer success, account management, or customer-facing roles
- Proven ability to drive value realization and measurable customer outcome
- Clear understanding of nonprofit operational realities
- Proven track record of managing and building customer success teams
- Technical fluency to understand AI/ML products
- Strong executive presence and ability to represent Anthropic
- Strong business acumen
- Ability to balance strategic thinking with tactical execution
- Experience building CS processes, playbooks and operational frameworks
- Demonstrated ability to coach customer success professionals
- Track record of achieving team targets for expansion, retention and customer satisfaction