Manager, Customer Success - Commercial

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements (maybe "You May Be a Good Fit If You Have" qualifies as Requirements/Qualifications), Benefits, Pay, Schedule if present. The posting includes: About Anthropic (mission) - but we should not repeat job title as heading; we can include "About the role" heading? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should include sections only when posting has real specific content. The posting includes "About The Role" paragraph. So we can have

About the role

with that paragraph. Responsibilities: there is a big list under "Responsibilities". We'll put

Responsibilities

with

• each bullet. Requirements/Qualifications: there is "You May Be a Good Fit If You Have" list. That's qualifications. We'll use

  Requirements

  (or Qualifications). Use
  • . Benefits: there is a paragraph at end: "We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space..." That's benefits. So we can have

    Benefits

    with
    • items. Pay: there is "Annual Salary $265,000—$320,000 USD". So we can have

      Pay

      with

      that sentence. Schedule: there is "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." That's schedule info. So we can have

      Schedule

      with

      that. We must not include boilerplate like cookie/navigation/legal/EEO etc. Remove "How We're Different", "Guidance on Candidates' AI Usage", etc. Also remove "About Anthropic" mission? That's not about the role; but maybe we can keep as part of "About the role"? The instruction: do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

      or drop it. The "About Anthropic" is generic company description; not required but could be considered boilerplate? It's not about the role. Might be considered boilerplate but it's not navigation/legal/EEO. However the instruction says preserve ALL substantive information; do NOT invent or summarize away detail. The "About Anthropic" is substantive about company mission. Should we include? It could be placed under a heading like "About Anthropic" but not in the list of allowed headings. The allowed headings are limited to those examples; but we could still use

      About Anthropic

      if we want, but they said use

      for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That suggests we should stick to those headings; but we could also include other headings if needed? The instruction: "use

      for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies those are examples; we could still use other headings but better to follow examples. The "About Anthropic" could be considered part of "About the role"? Not really. Might be okay to include as a

      without heading. The instruction: "Prefer a few substantive sections over many thin ones." So we could combine the mission into a paragraph under "About the role" or just include as a

      before the role heading. But we need to output only HTML fragment; we can include a

      for the mission before the headings. We must not include duplicated lines, application instructions, etc. Remove "We encourage you to apply..." etc. Also remove "Visa sponsorship" etc? That's not boilerplate but could be considered metadata; but it's substantive about visa sponsorship. Should we keep? It's under Logistics. Could be considered part of Requirements? Might be better to include as a short

      under maybe "Logistics" but not a heading. Since we prefer few sections, we could fold that into a paragraph under Requirements or Benefits? Probably better to include as a

      under Requirements? But it's not a requirement. Could be its own section "Logistics" but not in examples. Might be okay to drop as minor metadata? The instruction says fold minor metadata into a short

      or drop it. Visa sponsorship is maybe minor metadata; we could include a short

      somewhere. But we can also drop it if we consider minor. However it's substantive for candidates. I'd keep it as a

      under Requirements or maybe under Benefits? I'd add a

      after Requirements: "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." That's okay. Also "Minimum education: Bachelor’s degree or an equivalent combination..." etc. That's requirements. We'll include those in Requirements list. We need to preserve ALL substantive information; do not invent or summarize away detail. So we must include all bullet points from Responsibilities and Qualifications exactly as given, not summarizing. We must not include filler like "commensurate with experience". Not present. Now craft HTML. We'll start with a

      for Anthropic mission? Actually the mission paragraph: "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." That's about the company. We'll include as a

      before sections. Then

      About the role

      with the paragraph: "As Manager, Customer Success – Commercial, you'll lead the Customer Success Managers who cover our Commercial accounts: high-growth mid-market technology companies (including cybersecurity and fintech), mid-market organizations in industries such as financial services, healthcare, legal and professional services, private equity-backed portfolio companies, and a high-volume SMB book, all building on Claude across API, Claude Code, Cowork and other surfaces. You'll directly coach and develop a team of ~5 CSMs, develop scalable motions to support the broader portfolio, while keeping strategic oversight of the highest-impact engagements in the segment. 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 commercial accounts. You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization." Then Responsibilities
      with each bullet. We need to extract bullet points exactly as they appear under "Responsibilities". Let's list them: - Directly manage and develop a team of ~5 Customer Success Managers supporting strategic mid-market, PE-backed and SMB accounts across all Anthropic products (API, Claude Cowork, Claude Code) - Build scalable and agentic success strategies and motions to accelerate consumption, expansion and value realization across the whole commercial portfolio - 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 founders, C-level and functional leaders at high-growth mid-market and PE-backed companies - Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks - Partner closely with Sales and Applied AI 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 Now Requirements/Qualifications: under "You May Be a Good Fit If You Have". Let's extract each bullet: - 7+ years of experience in customer success, account management, or customer-facing roles, with 3+ 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 large customer portfolios at commercial scale (mid-market, SMB and PE-backed companies), including a high volume of accounts ranging from ~$100K to $10M+ in annual spend - Strong understanding of consumption-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 Also there is "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". Those are also requirements. We'll include them as list items. Also "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." That's schedule. Also "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'll include as a

      maybe under Requirements or separate. Also "We encourage you to apply even if you do not believe you meet every single qualification..." that's boilerplate encouragement; could be considered minor metadata; we can drop. Also "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..." that's also encouragement; drop. Also "We think AI systems like the ones we're building have enormous social and ethical implications..." drop. Also "Your safety matters to us..." drop. Also "How We're Different..." drop. Also "Guidance on Candidates' AI Usage:" drop. Also "Come work with