# Manager, Customer Success GSI

**Company:** [Anthropic](https://hotfix.jobs/companies/anthropic)
**Location:** San Francisco, CA, New York, NY
**Role:** Customer Success
**Salary:** $265k – $320k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, SaaS, APIs, Artificial Intelligence, Machine Learning, Customer Relationship Management, Change Management, Value Realization, Forecasting, ROI Analysis, Responsible Ai
**Posted:** 2026-08-18

> Leads and grows a Customer Success team supporting Global Systems Integrators and consulting partners adopting Anthropic’s AI products. The role requires enterprise customer leadership, GSI experience, front-line management, and the ability to build scalable adoption, retention, and expansion programs.

## Job Description

## 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.

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