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><h3>About the role</h3> <p>Anthropic's Customer Success organization covers our most strategic enterprise accounts through dedicated Customer Success resources, but the majority of our customers will never be reached that way. Programmatic Customer Success 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>&nbsp;</p> <p>This is a new function, and you'd be its first leader. You'll report to the Head of Strategic Deployments &amp; 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, outcome centric usage.</p> <p>&nbsp;</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. We anticipate using Claude as a core part of how the team operates, but will supplement with best of breed SaaS products where appropriate.&nbsp;</p> <h3>Key responsibilities</h3> <ul> <li> <p>Define the customer journey and moments that matter along the journey that lead to daily usage of Claude in a way that delivers outcomes for Claude users</p> </li> <li> <p>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</p> </li> <li> <p>Design and ship digital success programs, including lifecycle communications, in-prod