At a Glance
- Tasks: Lead and develop a team of Customer Success Managers to drive value for enterprise clients.
- Company: Join Anthropic, a pioneering AI company focused on safe and beneficial technology.
- Benefits: Competitive salary, equity options, and a hybrid work environment.
- Other info: Be part of a culture that champions responsible AI and innovation.
- Why this job: Make a real impact in the AI space while leading a passionate team.
- Qualifications: 7+ years in customer success with strong leadership and technical skills.
The predicted salary is between 165000 - 195000 £ per year.
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
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.
Responsibilities
- 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
You may be a good fit if you have:
- 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
Compensation
Full‑time: £165,000—£195,000 GBP per year (plus equity and benefits)
Location
Location‑based hybrid policy: We expect all staff to be in one of our offices at least 25% of the time. Some roles may require more time in our offices.
Education Requirements
We require at least a Bachelor's degree in a related field or equivalent experience.
Visa Sponsorship
We sponsor visas where possible; we retain an immigration lawyer to help.
EMEA Head of Customer Success — Enterprise AI Growth employer: Menlo Ventures
At Anthropic, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration in the rapidly evolving field of AI. Our commitment to employee growth is evident through our robust coaching and development programmes, ensuring that every team member has the opportunity to thrive while contributing to meaningful projects that shape the future of technology. Located in a vibrant environment, we offer competitive compensation, equity options, and a supportive work-life balance, making Anthropic a truly rewarding place to advance your career in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land EMEA Head of Customer Success — Enterprise AI Growth
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Knowing Anthropic’s mission and how you can contribute will make you stand out as a candidate.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of EMEA Head of Customer Success. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace EMEA Head of Customer Success — Enterprise AI Growth
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the EMEA Head of Customer Success role. Highlight your experience in customer success, especially in SaaS or AI/ML environments, and show how your skills align with our mission at Anthropic.
Showcase Your Leadership Skills:Since this role involves managing a team, it's crucial to demonstrate your leadership experience. Share specific examples of how you've coached teams, driven performance, and built successful customer success processes in your previous roles.
Be Data-Driven:We love numbers! When discussing your past achievements, include metrics that showcase your impact on customer satisfaction, retention, and expansion. This will help us see how you can drive results at Anthropic.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Menlo Ventures
✨Know Your Product Inside Out
Make sure you have a solid understanding of Anthropic's products, especially API, Claude.ai, and Claude Code. Familiarise yourself with their features, benefits, and how they drive customer success. This knowledge will help you demonstrate your ability to coach your team effectively.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing and developing customer success teams. Be ready to discuss your coaching strategies, how you've driven team accountability, and your approach to performance reviews. This will show that you're not just a manager but a leader who can inspire and elevate your team.
✨Understand Customer Success Metrics
Brush up on key customer success metrics like NRR, CSAT, and expansion opportunities. Be prepared to discuss how you've used data to drive outcomes in previous roles. This will demonstrate your analytical skills and your ability to align with the company's goals.
✨Prepare for Executive Conversations
Since you'll be engaging with C-level stakeholders, practice articulating value propositions clearly and confidently. Think about how you would handle escalations or complex customer situations. Showing that you can maintain an executive presence will set you apart as a candidate.
