Customer Success Programs Manager

Key responsibilities

• Build and run a portfolio of programmatic CS plays (activation, scale and expand) across the long tail and unmanaged segments, spanning Claude Enterprise, Cowork, and Claude Code.
• Design and ship Claude-powered engagement plays that replace or augment traditional CSM touchpoints: use-case discovery chats, digital QBRs, health reviews, feature nudges, consumption-drop saves, and expansion prompts. Define entry criteria, agent behavior, exit criteria, and success metrics for each.
• Design and deliver high-leverage live engagements: 1:many webinar series, onboarding cohorts, customer communities, and academies, and look for every opportunity to make them AI-native, repeatable, and self-serve over time.
• Flex across the needs of the function. Some weeks the priority is an agent; some weeks it's a cohort or a community launch. Apply comprehensive knowledge of effective CS programs to the problem at hand.
• Instrument every program with consumption, product telemetry, and qualitative signals. Know which touchpoints deliver the most value and where the handoff between digital and human should sit.
• Treat every cohort as an experiment. Continuously iterate on agent prompts, workflow logic, content, facilitation, and channel mix. Hold a high bar for measurable impact; kill plays that don't move the numbers.
• Represent the customers a human will never meet. Synthesize patterns from thousands of program interactions and channel them to Product, Marketing, and Education.
• Partner with Scaled CSMs, Sales, Strategy & Operations, and Support to define the rules of engagement: where programmatic graduates to human, where human hands back to programmatic.
• Model what Claude-native CS looks like and help the rest of the CS org get there.

Requirements

• 6-8+ years in Customer Success, with meaningful time in a Digital, Scaled, or Programmatic CS function.
• Track record of delivering measurable customer outcomes (activation, adoption, NRR, retention) without a dedicated 1:1 relationship.
• Shipped lifecycle programs, in-app flows, digital QBRs, academies, webinar series, community programs, or churn-save automations that moved real numbers.
• Hands-on fluency with AI in your own workflow: prototyped agents, generated content, analyzed accounts, or replaced internal processes with LLMs.
• Direct experience running live 1:many engagements (webinar series, onboarding cohorts, communities, or academies) and the instinct to make them more AI-native and repeatable.
• Comprehensive knowledge of effective CS programs and the range to flex across tech-touch, pooled, 1:many, and digital models.
• Strong data instincts: comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers. SQL or lightweight scripting is a plus.
• Technical literacy with API-first and developer-facing products; able to follow a Claude Code workflow, reason about token economics, and have credible product conversations with technical customers and PMs.
• Excellent written communication: most output is customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks.
• Conviction about responsible AI deployment and genuine interest in Anthropic's mission.

Nice-to-haves

• SQL or lightweight scripting skills.
• Experience with API-first and developer-facing products.