Manager of Customer Success; Strategic Consumer Tech Job Federal Way area,Washington USA,Management

Position: Manager of Customer Success (Strategic Consumer Tech)

As Manager, Customer Success – Strategic Consumer Tech, you’ll lead the Customer Success Managers who cover our strategic consumer technology accounts, fast-moving consumer technology companies building on Claude across API, Claude Code, Cowork and other surfaces
You’ll directly coach and develop a team of 5-10 CSMs while keeping strategic oversight of the highest-impact engagements in the segment
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
Directly manage and develop a team of 5-10 Customer Success Managers supporting strategic enterprise accounts across all Anthropic products (API, Claude.ai, Claude Code)
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, Q templates, and expansion playbooks
Partner closely with Sales and Applied AI 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

Benefits

Comprehensive health, dental, and vision insurance for you and your dependents
Inclusive fertility benefits via Carrot Fertility
22 weeks of paid parental leave
Flexible paid time off and absence policies
Mental health support for you and your dependents
Competitive salary and equity packages
Optional equity donation matching at a 1:1 ratio, up to 25% of your equity grant
Retirement plans with competitive matching
Life and income protection plans
$500/month flexible wellness and time saver stipend
Commuter benefits
Annual education stipend
Home office stipends
Relocation support for those moving for Anthropic
Daily meals and snacks in the office

Track record of achieving team targets for expansion, retention and customer satisfaction
Experience managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
Strong understanding of consumption-based business models, with proven ability to drive adoption, expansion, and value…