Head of Programmatic Customer Success (AI)

Location: San Francisco, CA or New York City, NY; hybrid, with staff expected to be in an office at least 25% of the time

Annual salary: $365,000–$435,000 USD

Company

Anthropic develops reliable, interpretable, and steerable AI systems designed to be safe and beneficial for users and society.

What you will do

• Define the customer journey and the key moments that drive daily Claude usage and measurable customer outcomes.
• Own the programmatic Customer Success strategy, including account tiers, coverage motions, and transitions between high-touch and low-touch support.
• Design and launch lifecycle communications, in-product nudges, self-serve onboarding, and other digital success programs.
• Build AI-powered engagement plays and clarify the division of responsibilities between the programmatic CS team and Product.
• Establish partner-led activation standards and feedback loops with the Partnerships team.
• Define success metrics, run behavioral experiments, and hire and lead a small, high-leverage team.

Requirements

• Experience leading programmatic, digital success, lifecycle, Product-Led Growth, or scaled Customer Success programs at significant scale.
• Direct ownership of customer adoption or activation outcomes and experience building scalable systems from the ground up.
• Strong cross-functional communication, briefing, handoff management, and roadmap influence skills.
• Data-driven decision-making experience, including experiment design that distinguishes behavior change from activity metrics.
• Experience managing and developing teams.
• Bachelor’s degree or an equivalent combination of education, training, and experience.

Nice to have

• Experience combining digital or Product-Led Growth, partner ecosystems, lifecycle marketing, and scaled Customer Success.
• Hands-on experience with AI-powered workflows or automation.
• Experience at a fast-growing technology company where the operating playbook was still being developed.
• Experience with tiered coverage models and high-touch to low-touch handoffs.

Culture & Benefits

• Collaborative environment focused on high-impact AI research and trustworthy, steerable systems.
• Flexible working hours and a hybrid office policy.
• Generous vacation and parental leave.
• Competitive compensation, benefits, and optional equity donation matching.
• Visa sponsorship is available, with reasonable efforts and immigration lawyer support for successful candidates.

Hiring process

• Candidate AI usage is governed by Anthropic’s application-process policy.
• Recruiters contact candidates from Anthropic email addresses or identify vetted recruiting agencies acting on Anthropic’s behalf.