Manager, Customer Success - Beneficial Deployments

About this role

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 Beneficial Deployments Customer Success at Anthropic, you'll be a pivotal front-line leader managing Customer Success Managers who drive value across our portfolio of Beneficial Deployments Customers. Anthropic’s Beneficial Deployments team is focused on building AI for good through partnerships with high-impact organizations across education, public health, life sciences, economic mobility, and more. You'll directly coach and develop a team of 4+ 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 and expanding our footprint across mission-driven organizations. This will be a player-coach role: in addition to leading the team, you will directly own a few strategic accounts, keeping you close to the day-to-day work of driving partner impact and letting you model excellence for your team . 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 4-8 Customer Success Managers supporting strategic nonprofit accounts • Serve as a player-coach by directly owning a few strategic accounts, driving outcomes for our highest-impact partnerships while demonstrating best-in-class customer success practices for the team. • Help shape and execute account strategies that nurture growth and deepen impact within nonprofit and mission-driven organizations, adapting enterprise CS motions to the realities of nonprofit budgets, capacity, and stakeholder structures • Support future nonprofit launches. As our products and offerings evolve, partner with Product, Marketing, Partnerships, and Sales to determine how we bring them to customers, and hold the team accountable for partners realizing the value the launch promised. • Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite • Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders across flagship partnerships • Help shape our systems integrator and implementation partner model, partnering internally to extend delivery capacity and reach far more nonprofits than we can serve one to one • Serve as a visible voice on AI adoption in the nonprofit and mission-driven sector, represent Anthropic at sector convenings, customer-facing forums, and bring that external point of view back to sharpen our strategy • Build and refine scalable CS processes including success planning frameworks, QBR templates, and repeatable sector playbooks • Partner closely with Sales to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies • Collaborate cross-functionally with Product, Engineering, Partnerships, Marketing, and Policy to advocate for customer needs and drive a seamless customer journey • 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 • 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 communities of practice You may be a good fit if you have: • 7+ years of experience in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience and nonprofit experience. • Proven ability to drive value realization and measurable customer outcome, with working knowledge of consumption-based and seat-based business models; you measure success by the impact delivered, not consumption alone. • Clear understanding of nonprofit operational realities (budget cycles, grant funding, board governance, resource constraints) and awareness of how mission-driven organizations evaluate success (impact metrics, beneficiary outcomes, funder requirements) • Proven track record of managing and building customer success teams in Nonprofit, SaaS, API, or AI/ML companies • 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 Key Qualifications & Experience: • People Management • Customer Success Strategy (Build the business) • Executive Customer Engagement • Operational Building (Run the Business) • Product & Technical Acumen 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: $265,000 — $320,000 USD 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. Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings. How we're different We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills. The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences. Come work with us! Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.