Manager, Customer Success – Cyber

About the role

As Manager, Customer Success – Cyber, you'll lead the Customer Success Managers who cover our cybersecurity accounts: the security, identity, cloud, data protection and observability vendors building on Claude across API, Claude Code, Cowork and other surfaces, both inside their own engineering and security organizations and embedded in the products they sell to their customers. You'll directly coach and develop a team of Customer Success Managers while keeping strategic oversight of the highest-impact engagements in the segment. This role demands exceptional people leadership combined with deep product knowledge, cybersecurity domain expertise 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 Customer Success Managers supporting strategic cybersecurity 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

• Provide cybersecurity subject matter expertise to cyber customers and the CSMs supporting them: bring domain knowledge of security operations, detection and response, identity, cloud and data protection to customer engagements, and coach the team on how cyber vendors build, buy and embed AI so they can engage credibly with CISOs, CTOs and principal engineers

• 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 leading cybersecurity 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

• Cybersecurity experience: time spent working with or inside cybersecurity companies, or in a security-adjacent domain (security operations, detection and response, identity, cloud or data security), with the fluency to act as a credible subject matter expert for cyber customers and your team

• 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