GTM Strategy and Operations Customer Success

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems for the benefit of users and society. The company is a quickly growing group of researchers, engineers, policy experts, and business leaders committed to building beneficial AI.

About the Role

As a GTM Strategy Business Partner, you will work closely with Customer Success leadership, focusing on customer activation, retention, expansion, and portfolio optimization. Your role is to improve operational efficiency in renewal processes and support the evolution of customer success motions.

Responsibilities

• Strategic Analysis, Operations & Planning: Refine portfolio segmentation strategies, maintain customer health frameworks, and drive business reviews focused on retention and satisfaction targets.
• Data-Driven Decision Support: Build and evolve customer health scoring models, create predictive analytics for renewal forecasting, and optimize performance metrics.
• Customer Lifecycle Optimization: Design scalable customer journey frameworks, develop playbooks for onboarding, adoption, renewal cycles, and expansion opportunities.
• Renewal & Expansion Excellence: Develop forecasting models and expansion frameworks, create pricing recommendations, and support executive renewal negotiations.
• Cross-Functional Collaboration: Collaborate with Sales, Product, Engineering, Revenue Ops, and Finance to align on customer success initiatives and process automation.

Requirements

• 5+ years in customer success strategy, revenue operations, or management consulting in SaaS/enterprise software
• Expertise in customer health scoring, renewal forecasting, and portfolio optimization
• Strong analytical skills with CRM and BI tools experience (Salesforce, Looker, Gainsight, Catalyst)
• Experience improving gross and net retention in high-growth environments
• Background with consumption-based pricing models and usage analytics (preferred)
• Ability to translate complex customer data into strategic recommendations
• Proven record in building scalable customer success processes and playbooks
• Strong project management and stakeholder influence skills
• Bachelor's degree required; MBA or advanced degree preferred

Additional Information

This is a role with a location-based hybrid policy where staff are expected to work in-office at least 25% of the time. Anthropic does sponsor visas with reasonable efforts and offers a competitive compensation package that includes equity, benefits, and incentive compensation.

Key Skills/Competency

• Customer Success
• Strategic Analysis
• Data Analytics
• Renewal Forecasting
• Operational Efficiency
• Portfolio Optimization
• CRM
• BI Tools
• Cross-functional Collaboration
• Project Management