Head of Programmatic 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>Anthropic's Customer Success organization covers our most strategic enterprise accounts through dedicated CSMs — but the majority of our customers will never be reached that way. Programmatic CS is how we close that gap: scalable digital journeys, AI-built engagement plays, and partner-delivered activation motions that drive habitual Claude adoption across a much broader customer base.</p> <p>This is a new function, and you'd be its first leader. You'll report to the Head of Customer Success and work closely with Product, Partnerships, Growth Marketing, and Strategy to design and operate the system that moves customers from signed contract to deeply embedded usage — without a 1:1 CSM relationship to lean on.</p> <p>The right person for this role has built something like this before, at real scale, and is genuinely excited to build it again from the ground up with better tools — including Claude itself as a core part of how the team operates.</p> <h3>Key responsibilities</h3> <ul> <li>Define and own the programmatic CS strategy: how we tier accounts, what motion each tier receives, and how customers move between them as their needs evolve</li> <li>Design and ship digital success programs — lifecycle communications, in-product nudges, self-serve onboarding — that drive activation and habitual usage without human-touch coverage</li> <li>Build and run AI-powered engagement plays that extend the team's reach; work with Product to clarify what this team builds versus what lives in the product itself</li> <li>Set the quality bar and r