At a Glance
- Tasks: Lead and develop a team of Customer Success Managers to drive value for enterprise accounts.
- 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: Opportunity to shape scalable processes and drive innovation in AI.
- Why this job: Make a real impact in the AI space while nurturing a passionate team culture.
- 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.
Manager, Customer Success in London employer: Menlo Ventures
At Anthropic, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As a Manager of Customer Success, you will lead a dedicated team in a dynamic environment focused on responsible AI development, with ample opportunities for professional growth and the chance to make a significant impact on enterprise accounts. Our commitment to employee well-being is reflected in our competitive compensation package, supportive work culture, and emphasis on continuous learning, making Anthropic a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its products inside out. We want you to be able to discuss how your experience aligns with their mission and values. Show them you’re not just another candidate, but someone who genuinely cares about their success!
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your experience and how it relates to the role of Manager, Customer Success. We suggest doing mock interviews with friends or using online platforms to get comfortable with your delivery.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in keeping you top of mind. We recommend mentioning something specific from your conversation to show you were engaged and are genuinely interested in the position.
We think you need these skills to ace Manager, Customer Success in London
Some tips for your application 🫡
Show Your Passion for AI:When writing your application, let your enthusiasm for AI and customer success shine through. We want to see how you can contribute to our mission of creating beneficial AI systems, so share your experiences that align with this vision.
Tailor Your Experience:Make sure to highlight your relevant experience in customer success and management. We’re looking for someone who can lead a team effectively, so showcase your past achievements and how they relate to the role at Anthropic.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Manager, Customer Success position. Remember, less is often more!
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 ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Menlo Ventures
✨Know Your Stuff
Make sure you have a solid understanding of Anthropic's products, especially API, Claude.ai, and Claude Code. Familiarise yourself with their features and how they drive customer success. This will help you demonstrate your technical fluency and ability to coach your team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed and developed teams in the past. Highlight your experience in coaching Customer Success Managers and driving accountability to core metrics. Be ready to discuss specific strategies you've used to improve team performance and customer satisfaction.
✨Engage with Real Scenarios
Think about potential customer scenarios you might face in this role. Prepare to discuss how you would handle escalations or at-risk accounts, showcasing your executive presence and problem-solving skills. This will demonstrate your readiness to engage with C-level stakeholders.
✨Align with Company Values
Anthropic values responsible AI deployment, so be prepared to discuss how you can champion these practices. Share your passion for AI development and how you can help customers transform their businesses using cutting-edge technology while aligning with the company's mission.
