Manager, Customer Success

Job Application for Manager, Customer Success at Anthropic

Manager, Customer Success London, UK

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

As a Manager of Customer Success at Anthropic, you'll be our first EMEA front-line leader managing our EMEA Customer Success Managers who drive value across our entire product portfolio—including API, Claude.ai, and Claude Code. You'll directly coach and develop a team of 5-8 EMEA CSMs while maintaining strategic oversight of high-impact customer engagements. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint across enterprise accounts. You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization.

Responsibilities:

Directly manage and develop a team of 5-8 Customer Success Managers supporting strategic enterprise accounts across all Anthropic products (API, Claude.ai, Claude Code) in EMEA

Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite

Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), customer health scores, retention (NRR), and customer satisfaction (CSAT)

Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at Fortune 500 companies

Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks

Partner closely with Sales to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies

Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption

Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales

Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team hands-on expertise

Conduct regular 1:1s, performance reviews, and career development planning for direct reports

Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion pipeline development

Serve as escalation point for at-risk accounts and complex customer situations within your team's portfolio

Develop customer advocacy programs including case studies, testimonials, and reference architecture development

Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions

You may be a good fit if you have:

7+ years of experience in customer success, account management, or customer-facing roles, with 4+ years of front-line management experience

Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies

Experience managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values

Strong understanding of both consumption-based and seat-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures

Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings

Strong executive presence and ability to represent Anthropic with customer technical and business leaders

Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes

Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning

Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes

Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs

Track record of achieving team targets for expansion, retention and customer satisfaction

Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary: £165,000 - £195,000 GBP

Logistics

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

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

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