Manager, Customer Success GSI

Responsibilities

• Directly manage and develop a team of 5–8 Customer Success Managers supporting GSI and consulting-firm partnerships across Anthropic products.
• Own hiring, onboarding, and team-building plans as Customer Success scales.
• Coach team members on navigating matrixed partner organizations, activating champions, change management, and value realization across consumption- and seat-based models.
• Drive accountability for expansion, customer health, retention (NRR), and customer satisfaction (CSAT).
• Participate in strategic partner engagements and escalations with practice leaders, CTOs, and managing partners.
• Build scalable GSI success methodologies, including success plans, QBR templates, Center of Excellence blueprints, Train-the-Trainer curricula, and expansion playbooks.
• Partner with Sales and Partnerships on account strategy, handoffs, and partner- versus client-facing adoption motions.
• Collaborate with Product, Engineering, and Marketing to advocate for GSI needs and translate field feedback into product direction.
• Establish an AI-first team culture and improve team processes and expertise.
• Conduct 1:1s, performance reviews, and career development planning.
• Own portfolio planning and forecasting, renewal-risk mitigation, and consumption development.
• Serve as the escalation point for at-risk customers and complex portfolio situations.
• Develop advocacy assets such as case studies, testimonials, and reference architectures.
• Champion responsible AI deployment practices.

Requirements

• 7+ years of experience in customer success, account management, or customer-facing roles.
• 2+ years of front-line management experience.
• Direct experience with Global Systems Integrators or Tier 1 consulting firms.
• Experience building and managing Customer Success teams in SaaS, API, or AI/ML companies.
• Experience managing enterprise-scale portfolios, including accounts with $1M–$100M+ annual contract values.
• Ability to drive outcomes in highly matrixed organizations without formal authority.
• Understanding of consumption-based and seat-based business models, including adoption, expansion, and value realization.
• Experience developing scalable enablement programs, delivery methodologies, or repeatable frameworks.
• Technical fluency with AI/ML products and the ability to navigate technical conversations.
• Strong executive presence, business acumen, ROI articulation, and customer-outcome focus.
• Ability to balance strategic thinking with tactical execution.
• Track record of achieving expansion, retention, and customer-satisfaction targets.
• Passion for responsible AI and helping customers transform their businesses.
• Bachelor's degree or equivalent combination of education, training, and experience.

Compensation and Benefits

• Annual salary range: $265,000–$320,000 USD.
• Hybrid policy: staff are expected to work from an office at least 25% of the time, with some roles requiring more office time.
• Visa sponsorship may be available for eligible roles and candidates.