Manager, Customer Success

<div class="content-intro"><h2><strong>About Anthropic</strong></h2> <p>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.</p></div><h2><strong>About the role</strong></h2> <p>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 8-12 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.</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li>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</li> <li>Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite</li> <li>Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), customer health scores, retention (NRR), and customer satisfaction (CSAT)</li> <li>Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at Fortune 500 companies</li> <li>Build and refine sc