About This Role
Leading the programmatic customer success function will involve designing and operating a system that moves customers from signed contracts to deeply embedded, outcome-centric usage of Claude. This new leadership role is for someone who has previously built scalable digital journeys and AI-built engagement plays.
Responsibilities
- 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: how to tier accounts, what motion each tier receives, and how customers move between them as their needs evolve
- Design and ship digital success programs, including lifecycle communications, in-product nudges and self-serve onboarding in a way that drives activation and habitual usage without human-touch coverage
- Build and run AI-powered engagement plays that extend the team's reach; work with Product to clarify what this team builds versus what lives in the product itself
- Set the quality bar and requirements for partner-led activation, and maintain a tight feedback loop with the Partnerships team who owns the partner ecosystem
- Establish the metrics framework for programmatic success: define what "activated" means at each tier, identify leading indicators, and build the instrumentation to track them
- 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 the operating model
Requirements
- 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, not just managing existing ones; you've started from a blank page before
- Strong cross-functional instincts — comfortable writing briefs that other teams execute against, 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
- Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
- Minimum years of experience: Correlates with the internal job level requirements for the position
Nice to have:
- Experience spanning more than one of: digital/PLG, partner ecosystems, lifecycle marketing, or scaled CS — ideally combined into a single integrated motion
