# Head of Programmatic Outcomes — Product

**Company:** [Anthropic](https://hotfix.jobs/companies/anthropic)
**Location:** San Francisco, CA, Seattle, WA, New York, NY, Washington, DC
**Role:** Customer Success
**Salary:** $315k – $350k/yr
**Experience:** 5+ years
**Skills:** Programmatic Success, Digital Success Programs, Lifecycle Communications, In-Product Nudges, Self-Serve Onboarding, Ai-Powered Engagement, Partner-Led Activation, Experimentation, Team Leadership, Cross-Functional Collaboration
**Posted:** 2026-06-02

> Anthropic is seeking a Head of Programmatic Customer Success to define and lead scalable digital journeys and AI-built engagement plays for a broad customer base. This role involves designing and operating systems to drive habitual Claude adoption without 1:1 CSM relationships, building a team, and working cross-functionally.

## Job Description

## Key responsibilities
* 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 — lifecycle communications, in-product nudges, self-serve onboarding — that drive 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 — and update the playbook when the data says to
* Hire and lead a small, high-leverage team; bring cross-functional partners along on the vision and the operating model

## Minimum 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

## Preferred qualifications
* Experience spanning more than one of: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS — ideally combined into a single integrated motion
* Hands-on familiarity with AI-powered workflows or automation as a force multiplier for a small team
* Background working at a fast-growing technology company where the playbook was still being written
* Experience with tiered coverage models and designing the handoffs between high-touch and low-touch

## Annual Salary:
$315,000—$350,000 USD

## Logistics
* Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

## Similar roles

- [Head of Customer Success, Enterprise](https://hotfix.jobs/jobs/eba23b24-7b32-4b27-9d48-65283f7b2a62) - Harvey - New York, NY - $276k – $325k/yr
- [Head of Customer Success, Enterprise & Strategic](https://hotfix.jobs/jobs/130f9dec-1afe-4cd6-99f7-5bd68f3901a7) - Ramp - New York, NY - $261k – $358k/yr
- [Director, Global Scaled CS](https://hotfix.jobs/jobs/056200e3-3821-44bf-bd94-b1e5839da8dd) - Kong - Remote - $250k – $300k/yr
- [Director of Customer Engineering, Agent Builder](https://hotfix.jobs/jobs/643f91c6-e5dd-4ab5-80ed-5d1cea57215f) - Decagon - San Francisco, CA - $250k – $320k/yr
- [Head of Support](https://hotfix.jobs/jobs/0e39c238-b55b-4900-b70f-a513e5e60427) - Gigs - New York, NY - $230k – $280k/yr

**Apply:** https://hotfix.jobs/jobs/934a5a9c-f90b-4b8c-bdbf-7045497e80d5
**Canonical:** https://hotfix.jobs/jobs/934a5a9c-f90b-4b8c-bdbf-7045497e80d5