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 Anthropic’s Beneficial Deployments team scales its customer base across Claude Enterprise, Claude Code, and our API, we need to extend world-class customer success to a broader segment of customers through innovative, scalable approaches. The Scaled CSM will pioneer digital-first and one-to-many customer engagements that drive adoption and further mission driven organizations impact, at scale.
As a Scaled Customer Success Manager at Anthropic, you’ll own the success of a broad portfolio of organizations who are committed to integrating AI to accelerate their impact. You’ll walk alongside them through onboarding, early wins, and scaled adoption — helping them stand up durable enablement, upskilling, and change-management practices so that Claude becomes part of how their teams actually work. Your work will directly shape how we engage with our nonprofit organizations at scale while maintaining the personalized, high-value experience that defines Anthropic.
You’ll collaborate closely with our Beneficial Deployments Customer Success team to develop compelling content, with program leadership to co-develop engagement plans and surface learnings, with Product to channel customer insights, and with Customer Success leadership to continuously optimize our model.
Importantly, this role centers on a carefully selected cohort of nonprofit partner organizations who have committed to working closely with us over the next year. You’ll partner with each of these organizations in depth — tailoring our programming, enablement, and support so it meets the distinct needs of their teams, and co-creating practices that build lasting internal capacity rather than vendor dependency. The learning generated through these will directly shape how we support the broader nonprofit ecosystem.
Key responsibilities:
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Own scaled customer engagement for a broad portfolio of organizations, deepening relationships through structured touchpoints that drive activation, meaningful adoption, and sustained impact aligned to each organizations mission
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Design and execute one-to-many programs including workshops, office hours, cohort-based learning, peer learning webinars, partner-led thought leadership opportunities, and shared resources that educate organizations, accelerate adoption, and cultivate a vibrant cross-organizational community of practice.
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Provide technical guidance. Help organizations shape AI roadmaps that are true to their mission and desired impact. Develop deep product expertise to guide implementation decisions, advise on safe and responsible adoption, and translate AI capabilities into mission-aligned outcomes for audiences from practitioners to executives
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Create focus for peer exchange. Elevate customer voices and enterprise, and surface shared lessons that strengthen the broader nonprofit ecosystem.
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Channel customer voice back to economic mobility team and product team by learning alongside customers — synthesizing feedback from working sessions, enablement programs, and ongoing engagement to influence roadmap and improve their experience
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Partner cross-functionally with program leadership on engagement strategy, Product on adoption-driving features, and Customer Success on playbook development for enablement, upskilling, and change management
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Establish a structured feedback cadence across a one-year program arc, gathering input at regular checkpoints (e.g., 30/60/90 days, mid-year, and end-of-year) and channeling what we hear into shared reporting that keeps customers and program leadership aligned on what's working, what needs to shift, and how we're responding.
You may be a good fit if you have:
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3-5+ years in customer-facing roles such as Customer Success, Partnerships, Program Management, or Consulting — with experience managing a broad portfolio of relationships or building scaled partner programs
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Experience working with mission-driven, nonprofit, public-sector, or purpose-led organizations
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Experience supporting organizational change management, adult learning, or workforce upskilling initiatives
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Experience with digital-first or tech-touch customer engagement: You’ve built or executed enablement programs including workshops, cohort-based learning, communities of practice, or partner onboarding journeys
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Systems thinking and process orientation: You naturally ask “how might we scale this?“ and have experience building repeatable playbooks, templates, and frameworks that work across a diverse set of partner organizations and missions
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Data-driven mindset: You’re comfortable analyzing partner engagement signals, adoption data, and program effectiveness to make decisions and optimize approaches
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Technical aptitude and AI enthusiasm: You quickly master complex products, translate technical concepts across audiences, and are genuinely excited about responsible AI’s potential to advance mission-driven work. You’re committed to helping partner organizations adopt Claude safely and effectively
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Excellent communication skills: You can create compelling written content for partner enablement and communicate effectively with stakeholders at all levels
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Comfortable building in ambiguity: This is an evolving motion—you’ll thrive creating structure where none exists, iterating quickly based on what you learn alongside partners, and adapting as the program grows
Logistics
Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.
We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.
Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.
How we're different
We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.
The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
Come work with us!
Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.
