At a Glance
- Tasks: Lead and develop a team of Customer Success Managers to drive value for enterprise accounts.
- Company: Join Anthropic, a leader in responsible AI development with a focus on innovation.
- Benefits: Competitive salary, career growth opportunities, and a chance to shape the future of AI.
- Other info: Dynamic work environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by guiding teams to maximise customer success and satisfaction.
- Qualifications: 7+ years in customer success, strong leadership skills, and a passion for AI technology.
The predicted salary is between 70000 - 90000 £ per year.
Requirements
- 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
- 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
- We require at least a Bachelor's degree in a related field or equivalent experience
- We encourage you to apply even if you do not believe you meet every single qualification
What the job involves
- As a Manager of Customer Success at Anthropic, you'll be our first EMEA front-line leader managing our EMEA Customer Success Managers who drive value across our entire product portfolio—including API, Claude.ai, and Claude Code
- You'll directly coach and develop a team of 5-8 CSMs while maintaining strategic oversight of high-impact customer engagements
- This role demands exceptional people leadership combined with deep product knowledge 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 5-8 Customer Success Managers supporting strategic enterprise 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
- 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 Fortune 500 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
Manager of Customer Success in London employer: Anthropic
At Anthropic, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As the Manager of Customer Success, you will lead a dynamic team in the heart of EMEA, driving meaningful customer engagement with cutting-edge AI technology. We offer robust professional development opportunities, a commitment to responsible AI practices, and a supportive environment where your leadership can truly make an impact.
StudySmarter Expert Advice🤫
We think this is how you could land Manager of Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their customer success strategies and be ready to discuss how your experience aligns with their needs. We want you to shine!
✨Tip Number 3
Showcase your leadership skills during interviews. Talk about how you've coached teams and driven customer success in previous roles. Remember, they’re looking for someone who can inspire and guide others!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Manager of Customer Success in London
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your 7+ years in customer success or related roles. We want to see how you've built and managed teams, especially in SaaS or AI/ML environments. Use specific examples to demonstrate your impact!
Be Clear About Your Skills:We’re looking for someone who understands both consumption-based and seat-based models. Don’t just list your skills; explain how you’ve used them to drive customer value and achieve business outcomes in your previous roles.
Tailor Your Application:Take the time to customise your application for this role. Mention how your experience aligns with our needs, especially around coaching teams and managing enterprise accounts. This shows us you’re genuinely interested!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Anthropic
✨Know Your Stuff
Make sure you have a solid understanding of AI/ML products and the SaaS landscape. Brush up on technical terms and be ready to discuss how these technologies can drive customer success. This will help you navigate those tricky technical conversations with ease.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing customer success teams. Think about specific situations where you coached team members or improved performance against KPIs. This will demonstrate your ability to lead and develop others effectively.
✨Understand the Business Models
Familiarise yourself with both consumption-based and seat-based business models. Be ready to discuss how you've driven adoption and value realisation in previous roles, especially with enterprise accounts. This knowledge will show that you can adapt strategies to different pricing structures.
✨Be Ready for Strategic Conversations
Think about how you would articulate value and calculate ROI for customers. Prepare to discuss your approach to balancing strategic thinking with tactical execution. This will showcase your business acumen and ability to engage with C-level stakeholders effectively.
