Manager, Customer Success - Commercial

The shape of it

In the posting’s own words

As Manager, Customer Success – Commercial, you'll lead the Customer Success Managers who cover our Commercial accounts: high-growth mid-market technology companies (including cybersecurity and fintech), mid-market organizations in industries such as financial services, healthcare, legal and professional services, private equity-backed portfolio companies, and a high-volume SMB book, all building on Claude across API, Claude Code, Cowork and other surfaces. You'll directly coach and develop a team of ~5 CSMs, develop scalable motions to support the broader portfolio, while keeping strategic oversight of the highest-impact engagements in the segment. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint across commercial accounts. You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization.

What it asks for · 12

• 7+ years of experience in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience
• Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
• Experience managing large customer portfolios at commercial scale (mid-market, SMB and PE-backed companies), including a high volume of accounts ranging from ~$100K to $10M+ in annual spend
• Strong understanding of consumption-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
• Strong executive presence and ability to represent Anthropic with customer technical and business leaders
• Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
• Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
• Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
• Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
• 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

What the job covers

• Directly manage and develop a team of ~5 Customer Success Managers supporting strategic mid-market, PE-backed and SMB accounts across all Anthropic products (API, Claude Cowork, Claude Code)
• Build scalable and agentic success strategies and motions to accelerate consumption, expansion and value realization across the whole commercial portfolio
• Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite
• Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), customer health scores, retention (NRR), and customer satisfaction (CSAT)
• Join strategic customer engagements and escalations, demonstrating executive presence with founders, C-level and functional leaders at high-growth mid-market and PE-backed companies
• Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
• Partner closely with Sales and Applied AI to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
• Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
• Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales
• Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team 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 expansion pipeline development

Tools and skills named

Words the posting leans on

• customer46×
• expansion16×
• customer success15×
• product13×
• accounts12×
• value11×
• drive10×
• business8×
• development8×
• experience8×
• mid-market8×
• planning8×
• portfolio8×
• coach7×
• commercial7×
• processes7×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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