Head of Programmatic Customer Success

Anthropic's mission is to create reliable, interpretable, and steerable AI systems.

As the Head of Programmatic Customer Success, you will lead a new function focused on scalable digital journeys, AI-built engagement plays, and partner-delivered activation motions to drive habitual Claude adoption across a broader customer base.

You will report to the Head of Strategic Deployments & Success and work closely with Product, Partnerships, Growth Marketing, and Strategy to design and operate the system that moves customers from signed contract to deeply embedded, outcome-centric usage.

Key responsibilities:

• Define the customer journey and moments that matter along the journey that lead to daily usage of Claude in a way that delivers outcomes for Claude users
• Define and own the programmatic CS strategy: how we tier accounts, what motion each tier receives, and how customers move between them as their needs evolve
• Design and ship digital success programs, including lifecycle communications, in-product nudges, and self-serve onboarding in a way that drives activation and habitual usage without human-touch coverage
• Build and run AI-powered engagement plays that extend the team's reach; work with Product to clarify what this team builds versus what lives in the product itself
• Set the quality bar and requirements for partner-led activation, and maintain a tight feedback loop with our Partnerships team who owns the partner ecosystem
• Establish the metrics framework for programmatic success: define what 'activated' means at each tier, identify leading indicators, and build the instrumentation to track them
• Run a rigorous experimentation program to understand which motions actually change customer behavior
• Hire and lead a small, high-leverage team while bringing cross-functional partners along on the vision and the operating model

Minimum qualifications:

• Proven experience leading and building programmatic, digital success, lifecycle, or PLG motions at significant scale , with direct ownership of an adoption or activation outcome
• Track record of building scalable systems and programs, not just managing existing ones; you've started from a blank page before
• Strong cross-functional instincts , comfortable writing briefs that other teams execute against, resolving handoff ambiguity, and influencing roadmaps without direct authority
• Data-driven approach to decision-making, including experience designing experiments that distinguish real behavior change from activity metrics
• Experience managing and developing teams

Preferred qualifications:

• Experience spanning more than one of: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS , ideally combined into a single integrated motion
• Hands-on familiarity with AI-powered workflows or automation as a force multiplier for a small team
• Background working at a fast-growing technology company where the playbook was still being written
• Experience with tiered coverage models and designing the handoffs between high-touch and low-touch

The annual compensation range for this role is $365,000-$435,000 USD.