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Head of Programmatic Customer Success

Anthropic· Sales
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Hybrid (San Francisco, CA and New York City, NY)$365k - $435kFull-timePosted 1w ago

About the role

Leadership role building and operating Anthropic's programmatic, scalable Customer Success motions to drive Claude adoption at scale. First leader of a new function working cross-functionally to design, implement, and optimize digital success programs, engagement plays, and tiered activation across enterprise and non-enterprise cohorts.

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

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

Skills

Required:Programmatic customer successCross-functional leadershipExperimentation and metrics

Benefits

  • Competitive compensation and benefits
  • Optional equity donation matching
  • Generous vacation and parental leave
  • Flexible working hours
  • Lovely office space for collaboration
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Anthropic

building reliable, interpretable, and steerable AI systems

Anthropic is an AI safety and research company that's working to build reliable, interpretable, and steerable AI systems.

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