Greenhouse ·
contractHead Of Programmatic Customer Success
Anthropic · San Francisco, CA | New York City, NY
Anthropic is a company focused on building reliable, interpretable and steerable AI systems, with a mission to make AI safe and beneficial for users and society. The Head of Programmatic Customer Success will lead a new function designed to scale customer success beyond high‑touch enterprise accounts. Day‑to‑day work involves defining the end‑to‑end customer journey for Claude adoption, designing digital success programs such as lifecycle communications, in‑product nudges and self‑serve onboarding, and creating AI‑powered engagement plays that extend the team’s reach. The role also requires setting up a metrics framework to measure activation, running experiments to identify behavior‑changing motions, establishing tiered coverage models and handoffs with the partnerships team, and hiring and leading a small high‑leverage team while collaborating closely with product, growth marketing, strategy and partnerships. The ideal candidate has proven experience building programmatic, digital, PLG or lifecycle motions at scale, starting from a blank page, driving adoption outcomes, using data‑driven experimentation, working cross‑functional without direct authority, and leading teams in fast‑growing technology environments where the playbook is still being written.
About Anthropic 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. 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 The annual compensation range for this role is listed below. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. Annual Salary: $365,000 — $435,000 USD Logistics 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 Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position Location-based hybrid policy: 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. Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this. We encourage you to apply even if you do not believe you meet
| Role | Head Of Programmatic Customer Success |
|---|---|
| Company | Anthropic |
| Location | San Francisco, CA | New York City, NY |
| Type | contract |
| Compensation | Not disclosed |
| Posted | 2026-10-09 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Head Of Programmatic Customer Success at Anthropic: frequently asked questions
- What is the salary for this role?
- Anthropic has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Head Of Programmatic Customer Success position remote, hybrid or onsite?
- The listing gives San Francisco, CA | New York City, NY as the location and does not state a work mode.
- What is the application deadline?
- Anthropic has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Head Of Programmatic Customer Success role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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