Manager of Customer Success (Cyber)

• As Manager, Customer Success – Cyber, you’ll lead the Customer Success Managers who cover our cybersecurity accounts: the security, identity, cloud, data protection and observability vendors building on Claude across API, Claude Code, Cowork and other surfaces, both inside their own engineering and security organizations and embedded in the products they sell to their customers
• 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, cybersecurity domain expertise 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 cybersecurity 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
• Provide cybersecurity subject matter expertise to cyber customers and the CSMs supporting them: bring domain knowledge of security operations, detection and response, identity, cloud and data protection to customer engagements, and coach the team on how cyber vendors build, buy and embed AI so they can engage credibly with CISOs, CTOs and principal engineers
• 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 leading cybersecurity companies
• Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
• Partner closely with Sales 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- Strong understanding of both consumption-based and seat-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
• Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
• Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
• Strong executive presence and ability to represent Anthropic with customer technical and business leaders
• 7+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience
• Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
• Experience managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
• 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
• Cybersecurity experience: time spent working with or inside cybersecurity companies, or in a security-adjacent domain (security operations, detection and response, identity, cloud or data security), with the fluency to act as a credible subject matter expert for cyber customers and your team
• 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
• 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
• 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
• 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