Head of Programmatic Customer Success

San Francisco, CA | New York City, NY · New York City, NY · USD 365,000-435,000 / year · Hybrid · Posted Oct 9, 2026

At a glance

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.

Anthropic is seeking a Head of Programmatic Customer Success to lead a new function and build digital success programs from the ground up.
This role involves designing scalable digital journeys, AI-built engagement plays, and partner-delivered activation motions to drive habitual Claude adoption across a broad customer base.
The leader will report to the Head of Strategic Deployments & Success and collaborate closely with Product, Partnerships, Growth Marketing, and Strategy.

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, including account tiering, motion allocation per tier, and customer movement between tiers as needs evolve.
Design and ship digital success programs, including lifecycle communications, in-product nudges, and self-serve onboarding to drive activation and habitual usage without human-touch coverage.
Build and run AI-powered engagement plays that extend the team's reach, and work with Product to clarify team builds versus product-native features.
Set the quality bar and requirements for partner-led activation, maintaining a tight feedback loop with the Partnerships team.
Establish the metrics framework for programmatic success by defining activation at each tier, identifying leading indicators, and building tracking instrumentation.
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 operating model.

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 rather than just managing existing ones, starting from a blank page.
Strong cross-functional instincts, including writing briefs, 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.
Bachelor’s degree or an equivalent combination of education, training, and/or experience.
A field of study relevant to the role as demonstrated through coursework, training, or professional experience.

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.

Location-based hybrid policy expecting all staff to be in one of the offices at least 25% of the time, though some roles may require more time in offices.