GTM Strategy and Operations, Customer Success

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 a GTM Strategy Business Partner in this role you will work closely with Customer Success leadership. Partnering as a deep expert in customer activation, retention, expansion, and portfolio optimization You'll analyze customer health, evaluate existing metrics and suggest new frameworks to evolve the business, optimize resource allocation across CSM and TSM teams in coordination with cross-functional partners like Applied AI, drive operational efficiency in renewal processes, and support the rapid evolution of our customer success motions. This role exists to materially improve the efficiency and effectiveness of Anthropic's post-sales organization, helping maximize customer lifetime value and drive sustainable growth.

Responsibilities

Strategic Analysis, Operations & Planning

• Partner with CS leadership to analyze and refine portfolio segmentation strategies, including resource scaling, allocation, and coverage models
• Develop and maintain customer health frameworks that predict renewal risk and expansion opportunities across different customer segments
• Support development of targeted retention and expansion strategies based on customer usage patterns, value realization metrics, and competitive landscape
• Maintain excellence through business reviews and operating cadences focused on gross retention, net retention, and customer satisfaction targets

Data-Driven Decision Support

• Build and evolve customer health scoring models that incorporate product usage, engagement metrics, and business outcomes
• Create predictive analytics for renewal forecasting and churn risk identification
• Analyze CSM/TSM performance metrics to optimize book of business assignments and coverage ratios
• Synthesize tangible recommendations for improving time-to-value, adoption rates, and expansion velocity

Customer Lifecycle Optimization

• Design and implement scalable customer journey frameworks that maximize value realization at each stage
• Develop playbooks for critical customer moments: onboarding, adoption milestones, renewal cycles, and expansion opportunities
• Create standardized success criteria and outcome measurements across different customer segments
• Partner with Product to ensure customer feedback loops drive roadmap prioritization

Renewal & Expansion Excellence

• Build data-driven renewal forecasting models and early warning systems for at-risk accounts
• Develop expansion opportunity identification frameworks based on usage patterns and untapped use cases
• Create pricing and packaging recommendations based on customer segmentation and value drivers
• Support executive-level renewal negotiations with business case development and ROI analysis

Cross-Functional Collaboration

• Work closely with Sales, Product, and Engineering teams to align on customer success initiatives and provide feedback regularly
• Partner with Revenue Operations on management reporting, systems integration and process automation
• Collaborate with Finance on customer analysis to inform target setting and resource investment decisions
• Support coordination between pre-sales (AE/AAI) and post-sales (CSM/TSM) teams for smooth handoffs

You may be a good fit if you have

• 5+ years of experience in customer success strategy, revenue operations, or management consulting with focus on SaaS/enterprise software
• Deep expertise in customer health scoring, renewal forecasting, and portfolio optimization
• Strong analytical skills with experience in CRM and customer analytics platforms and BI tools (e.g. Salesforce, Looker, Gainsight or Catalyst)
• Proven track record of improving gross retention rates and net dollar retention in very fast paced, high-growth environments
• Experience with consumption-based pricing models and usage analytics strongly preferred
• An ability to translate complex customer data into actionable strategic recommendations
• Demonstrated success in building scalable customer success processes and playbooks
• Strong project management and stakeholder influence skills across technical and business teams
• A healthy balance of customer empathy with data-driven decision makin