Beneficial Deployments Customer Success Manager, Scaled Partnerships

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: - 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 - 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. - 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 - Create focus for peer exchange. Elevate customer voices and enterprise, and surface shared lessons that strengthen the broader nonprofit ecosystem. - 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 - 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 - 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: - 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 - Experience working with mission-driven, nonprofit, public-sector, or purpose-led organizations - Experience supporting organizational change management, adult learning, or workforce upskilling initiatives - 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 - 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 - Data-driven mindset: You’re comfortable analyzing partner enga

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. Experience working with mission-driven, nonprofit, public-sector, or purpose-led organizations. Experience supporting organizational change management, adult learning, or workforce upskilling initiatives. 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. 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. Data-driven mindset: You’re comfortable analyzing partner engagement.

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. 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. 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. Create focus for peer exchange. Elevate customer voices and enterprise, and surface shared lessons that strengthen the broader nonprofit ecosystem. 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. 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. Establish a structured feedback cadence across a one-year program arc, gathering input at regular checkpoints 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.