Head of Programmatic Customer Success

About the role

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.

 

This is a new function, and you'd be its first leader. You'll report to the Head of Strategic Deployments & 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.

 

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. 

Key responsibilities

• 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

• 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

• Design and ship digital success programs, including lifecycle communications, in-product nudges and self-serve onboarding in a way that drives activation and habitual usage without human-touch coverage

• 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

• Set the quality bar and requirements for partner-led activation, and maintain a tight feedback loop with our Partnerships team who owns the partner ecosystem

• Establish the metrics framework for programmatic success: define what "activated" means at each tier, identify leading indicators, and build the instrumentation to track them

• Run a rigorous experimentation program to understand which motions actually change customer behavior

• Hire and lead a small, high-leverage team while bringing cross-functional partners along on the vision and the operating model

Minimum qualifications

• Proven experience leading and building programmatic, digital success, lifecycle, or PLG motions at significant scale — with direct ownership of an adoption or activation outcome

• Track record of building scalable systems and programs, not just managing existing ones; you've started from a blank page before

• Strong cross-functional instincts — comfortable writing briefs that other teams execute against, resolving handoff ambiguity, and influencing roadmaps without direct authority

• Data-driven approach to decision-making, including experience designing experiments that distinguish real behavior change from activity metrics

• Experience managing and developing teams

Preferred qualifications

• Experience spanning more than one of: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS — ideally combined into a single integrated motion

• Hands-on familiarity with AI-powered workflows or automation as a force multiplier for a small team

• Background working at a fast-growing technology company where the playbook was still being written

• Experience with tiered coverage models and designing the handoffs between high-touch and low-touch