Customer Success Manager, Scaled

Responsibilities

• Own scaled customer engagement for a large portfolio of Commercial and Enterprise accounts, managing customers through timebound, digital-first touchpoints that drive activation, consumption, retention, and expansion across Claude Enterprise, Claude Code, and API products
• Execute timebound strategic human touchpoints at key moments—customer activation, expansion discussions, renewal conversations, risk interventions
• Provide technical guidance, develop deep product expertise to guide implementation decisions, advise on safe, impactful adoption of new features, and translate AI capabilities into business value
• Channel customer voice back to Product and leadership by aggregating insights from digital interactions, surveys, and community engagement
• Partner cross-functionally with Marketing on customer campaigns, Sales on handoffs and growth, Product on adoption-driving features, and Customer Success on playbook development and optimization
• Triage and prioritize across a pooled book, work from a shared queue of engagement requests
• "Claudify" customer touch points by designing and implementing AI-powered processes using Claude to personalize communications, automate repetitive tasks, and deliver proactive insights at scale
• Design and execute one-to-many programs including email campaigns, webinars, office hours, and digital content
• Develop scalable onboarding and activation programs including digital onboarding sequences, self-service resources, and pooled support models

Requirements

• 3-5+ years in customer-facing roles such as Customer Success, Customer Marketing, or Account Management or Consulting—with experience managing a high volume of accounts or building scaled programs
• Experience with digital-first or tech-touch customer engagement: built or executed one-to-many programs including email campaigns, webinars, customer communities, or automated customer journeys
• Systems thinking and process orientation: experience building repeatable playbooks, templates, and frameworks
• Data-driven mindset: comfortable analyzing customer health metrics, product usage data, and program effectiveness
• Technical aptitude and AI enthusiasm: quickly master complex products, translate technical concepts, excited about responsible AI
• Excellent communication skills: create compelling written content and communicate effectively with stakeholders
• Comfortable building in ambiguity

Nice-to-haves

• Familiarity with AI/ML products, developer tools, or API-based products
• Experience in consumption-based or usage-driven business models
• Track record of building customer programs from scratch that drove measurable retention or expansion outcomes
• Experience with Customer Success platforms (Gainsight, Vitally, ChurnZero) and marketing automation tools
• Background in Digital Customer Success, Scaled Success, Customer Education, or Customer Marketing

Compensation

Annual OTE: $200,000 - $260,000 USD (includes base salary and sales commissions/bonuses)