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About the Role
As Manager, Customer Success – Cyber, you will lead Customer Success Managers for cybersecurity accounts, focusing on security, identity, cloud, data protection, and observability vendors building on Claude. You will coach a team of 5-10 CSMs, oversee high-impact engagements, and drive customer value, consumption, and expansion. This role requires strong people leadership, product knowledge, cybersecurity expertise, and customer success acumen to build scalable CS processes.
Responsibilities
- 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, bringing domain knowledge of security operations, detection and response, identity, cloud and data protection
- 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
Requirements
- 7+ years of experience in customer success, account management, or customer-facing roles
- 2+ years of front-line management experience
- Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
- 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)
- Experience managing customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
- 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
- Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
- Strong executive presence and ability to represent Anthropic with customer technical and business leaders
- 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
- Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
- Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
- 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
Skills
- Customer Success
- Account Management
- People Leadership
- Product Knowledge
- Cybersecurity Domain Expertise
- Customer Success Acumen
- Change Management
- Adoption Strategies
- Value Realization
- Expansion Methodologies
- Security Operations
- Detection and Response
- Identity Management
- Cloud Security
- Data Protection
- AI/ML Products
- Executive Presence
- Business Acumen
- Strategic Thinking
- Tactical Execution
- Operational Planning
- Data Analysis
- Team Performance Improvement
- KPI Management
- Responsible AI Deployment
Location
- San Francisco
Work Type
- Hybrid
Experience Level
- 7+ years of experience
- 2+ years of management experience
Education Level
- Bachelor's degree or equivalent combination of education, training, and/or experience
Salary/Compensations
- $265,000—$320,000 USD
Benefits
- Competitive compensation
- Benefits
- Optional equity donation matching
- Generous vacation
- Parental leave
- Flexible working hours
- Lovely office space
About the Company
- Anthropic's mission is to create reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society.
- The team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders.
- Anthropic believes that the highest-impact AI research will be big science, working as a single cohesive team on large-scale research efforts.
- The company values impact and advancing long-term goals of steerable, trustworthy AI.
- AI research is viewed as an empirical science, with frequent research discussions to ensure high-impact work.
- Communication skills are greatly valued.
- Recent research directions include GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
- Anthropic is a public benefit corporation headquartered in San Francisco.
Equal Opportunity
- 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.
- We think AI systems like the ones we're building have enormous social and ethical implications, making representation even more important.
- We strive to include a range of diverse perspectives on our team.
- Anthropic recruiters only contact you from @anthropic.com email addresses.
- Be cautious of emails from other domains.
- Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day.
- If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.