# Customer Success Programs Manager

**Company:** [Anthropic](https://hotfix.jobs/companies/anthropic)
**Location:** Boston, MA, New York, NY, San Francisco, CA, Seattle, WA, Washington, DC
**Role:** Customer Success
**Salary:** $260k – $260k/yr
**Experience:** 6+ years
**Skills:** Customer Success, Programmatic Cs, Digital Cs, Lifecycle Programs, AI Agents, Claude, Webinars, Onboarding Cohorts, Community Programs, Data Analysis, SQL, Api-First Products, Written Communication, Telemetry, Nrr
**Posted:** 2026-05-22

> Own and scale a portfolio of AI-native customer success programs across activation, adoption, expansion, and retention for Claude products. Build agents, digital journeys, webinars, cohorts, and communities that drive measurable outcomes without 1:1 account management.

## Job Description

## 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.

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