Manager, Customer Success

• Be Anthropic's first EMEA front-line CS leader, managing a team of 5–8 Customer Success Managers who drive value across the full Anthropic product portfolio including API, Claude.ai, and Claude Code. • Directly coach and develop CSMs on best practices including change management, adoption strategies, value realisation, and expansion methodologies. • Drive team accountability to core CS metrics including expansion, customer health scores, retention (NRR), and customer satisfaction (CSAT). • Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at Fortune 500 companies. • Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks.

• Have 7+ years of experience in customer success, account management, or customer-facing roles, with 4+ years of front-line management experience. • Have a proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies. • Have experience managing customer portfolios at enterprise scale including accounts with $1M–$100M+ annual contract values. • Have a strong understanding of both consumption-based and seat-based business models with proven ability to drive adoption, expansion, and value realisation. • Have technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities. • Have strong executive presence and ability to represent Anthropic with customer technical and business leaders.

• Have experience building CS processes, playbooks, and operational frameworks from scratch. • Have experience in AI/ML or API-led businesses specifically. • Have familiarity with Anthropic's product portfolio across API, Claude.ai, and Claude Code.

• Manage and develop a team of 5–8 EMEA Customer Success Managers. • Coach team members on customer success best practices across the full product suite. • Drive team accountability to expansion, health, NRR, and CSAT metrics. • Join strategic customer engagements and serve as escalation point for at-risk accounts. • Build scalable CS processes, QBR templates, and expansion playbooks. • Partner with Sales on expansion opportunities and account strategies. • Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs. • Conduct 1:1s, performance reviews, and career development planning for direct reports. • Own portfolio-level planning and forecasting including renewal risk mitigation.

• Earn £165,000–£195,000 per year. • Receive visa sponsorship — Anthropic retains an immigration lawyer and makes every reasonable effort to support visa applications. • Access optional equity donation matching, generous vacation and parental leave, and flexible working hours. • Build and lead Anthropic's EMEA Customer Success function from the ground up at one of the world's most important AI companies.

Anthropic is a public benefit corporation headquartered in San Francisco, with a mission to create reliable, interpretable, and steerable AI systems. The Customer Success team drives value across Anthropic's entire product portfolio — API, Claude.ai, and Claude Code — helping enterprise customers maximise adoption, realise value, and expand their use of frontier AI responsibly.