# Customer Success Programs Manager

**Company**: Anthropic
**Location**: Boston, MA; New York City, NY; San Francisco, CA; Seattle, WA; Washington, DC
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $260,000-$260,000 USD
**Category**: Sales
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q116758847

**Apply**: https://job-boards.greenhouse.io/anthropic/jobs/5226954008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5f35ed91-4a3

## Description

At Anthropic, we believe the next generation of Customer Success looks fundamentally different; most customer outcomes will be delivered through programs, not 1:1 relationships, and increasingly without a human in the loop.

As a Success Programs Manager, you'll own a portfolio of those programs and flex across whatever the function needs to drive adoption and value at scale. You'll work across the full Claude product surface, designing and shipping the programs that take customers from activation to value realization, expansion, and renewal.

Key responsibilities include:

- Building and running a portfolio of programmatic CS plays (activation, scale and expand) across the long tail and unmanaged segments, spanning Claude Enterprise; Cowork, and Claude Code.

- Designing and shipping Claude-powered engagement plays that replace or augment traditional CSM touchpoints: use-case discovery chats, digital QBRs, health reviews, feature nudges, consumption-drop saves, and expansion prompts.

- Designing and delivering high-leverage live engagements. 1:many webinar series, onboarding cohorts, customer communities, and academies, and looking for every opportunity to make them AI-native, repeatable, and self-serve over time.

- Flexing across the needs of the function. Some weeks the priority is an agent; some weeks it's a cohort or a community launch.

- Instrumenting every program with consumption, product telemetry, and qualitative signals. Knowing which touchpoints , digital or live , deliver the most value and where the handoff between digital and human should sit, and investing accordingly.

- Treating every cohort as an experiment. Continuously iterating on agent prompts, workflow logic, content, facilitation, and channel mix. Holding a high bar for measurable impact; killing plays that don't move the numbers.

- Representing the customers a human will never meet. Synthesizing patterns from thousands of program interactions and channeling them to Product, Marketing, and Education so repeat issues get solved once.

- Partnering with Scaled CSMs, Sales, Strategy & Operations, and Support to define the rules of engagement: where programmatic graduates to human, where human hands back to programmatic, and how the modes reinforce rather than duplicate each other.

You may be a good fit if you have:

- 6-8+ years in Customer Success, with meaningful time in a Digital, Scaled, or Programmatic CS function.

- A clear track record of delivering measurable customer outcomes; activation, adoption, NRR, retention, without a dedicated 1:1 relationship.

- You've shipped lifecycle programs, in-app flows, digital QBRs, academies, webinar series, community programs, or churn-save automations that moved real numbers.

- Hands-on fluency with AI in your own workflow. You've prototyped agents, generated content, analyzed accounts, or replaced internal processes with LLMs and you can talk concretely about what worked, what didn't, and what's next.

- Direct experience running live 1:many engagements. Webinar series, onboarding cohorts, communities, or academies and the instinct to make them more AI-native and repeatable every time you run them.

- Comprehensive knowledge of effective CS programs and the range to flex across them. You know the strengths and failure modes of tech-touch, pooled, 1:many, and digital models, and you pick the right one for the problem rather than defaulting to the one you know best.

- A restless 'how could we do this with Claude?' reflex. When you see a manual workflow, your first instinct is to replace it with an agent. When you see a 1:1 touchpoint, you ask whether it could be 1:many or pure digital.

- Strong data instincts. You're comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers. SQL or lightweight scripting is a plus.

- Technical literacy with API-first and developer-facing products. You can follow a Claude Code workflow, reason about token economics, and have a credible product conversation with technical customers and PMs.

- Excellent written communication. Most of your output is customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks. Tone, clarity, and specificity matter.

- Conviction about responsible AI deployment and genuine interest in Anthropic's mission.

## Skills

### Required
- Customer Success
- Program Management
- AI
- Claude
- Digital Engagement
- Live Engagements
- Data Analysis
- SQL
- Lightweight Scripting
- API-first Products
- Developer-facing Products

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/anthropic/jobs/5226954008?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)