Responsibilities:

Become an expert in all Anthropic products Respond to user support cases with a variety of complexity, from questions for individuals to complex API debugging for large businesses Clearly and empathetically communicate with a wide range of user personas, context-switching between guiding executives in a high-touch model to assisting consumer users in a rapid pace Manage on-call tasks for high-urgency user issues with extreme ownership Prioritize critically and comfortably adapt to an ever-evolving product landscape Operate in ambiguity, making informed decisions even in never-before-seen situations Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale Suggest and drive improvements to increase user satisfaction through support processes as well as own initiatives that increase efficiency and drive down contact rates Uplevel our team's technical knowledge by scoping gaps, working with cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products

You may be a good fit if you: Have experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team Are familiar with APIs and technical SaaS products and can deeply understand technical docs with ease Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.) Possess strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user's question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution Have crisp but kind written communication skills and a deep care for the details Enjoy helping others learn about new features and complex concepts Experience troubleshooting SSO, SAML, and OAuth authentication flows Are persistent and curious; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward Have experience contributing to the foundations of a support team – this is essential, highly valuable, but often unglamorous work Are proficient at working in a technical environment and are interested in Anthropic's products Possess a deep sense of ownership, and are excited to help us build our team!

Strong candidates may also have: Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript) Understanding of LLM capabilities, practical applications, and current limitations Familiarity with enterprise networking concepts and IT infrastructure Familiarity with Git workflows and version control concepts SQL proficiency for querying logs and investigating issues Experience supporting government or public sector customers, including familiarity with compliance requirements and security frameworks Background in team lead roles or managing contract/vendor support teams

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Wonderschool is a company that empowers small business owners to launch and grow childcare programs through software, coaching, and support. We are looking for a Head of Implementation & Customer Success to join our team.

As a Head of Implementation & Customer Success, you will be responsible for ensuring that our platform and partnerships translate into real outcomes for customers. This includes successful deployments, strong adoption, and long-term retention.

Responsibilities:

• Own end-to-end delivery of government and enterprise implementations, from kickoff through go-live and post-launch success

• Ensure customers achieve defined outcomes, including successful deployment, adoption, and ongoing usage

• Manage complex, multi-stakeholder implementations involving integrations, data migration, and system configuration

• Establish clear success metrics across adoption, retention, and expansion

• Build a Scalable Customer Success Engine

• Design and implement repeatable playbooks for onboarding, implementation, and long-term customer success

• Develop systems to monitor customer health, identify risks, and drive proactive engagement

• Build frameworks that improve time-to-value and increase net revenue retention

• Identify opportunities for expansion and deeper customer partnerships

• Lead and Scale the Team

• Build and lead a high-performing implementation and customer success organization

• Define roles, hiring plans, and operating structure as the company scales

• Coach and develop team members while maintaining high standards of execution

• Establish clear performance expectations tied to customer and business outcomes

• Drive Cross-Functional Execution

• Partner closely with Product, Engineering, and Sales to ensure successful deployments and product alignment

• Translate customer feedback into product improvements and roadmap priorities

• Ensure alignment between sales commitments and delivery capabilities

• Advocate for scalable solutions over one-off implementations

• Manage Executive Stakeholders

• Build strong relationships with customer leadership and executive stakeholders

• Lead high-stakes conversations during implementations and critical phases

• Navigate complex challenges while maintaining trust and alignment

• Communicate clearly across internal and external stakeholders

Required Qualifications:

• 8–12+ years of experience in B2B SaaS post-sales roles (implementation, professional services, or customer success)
• Proven experience leading complex enterprise or government implementations with multiple stakeholders
• Experience building and scaling implementation or customer success teams in high-growth environments
• Strong program management and operational leadership capabilities
• Experience managing long implementation cycles with contractual deliverables and deadlines
• Excellent communication skills, including experience engaging executive stakeholders
• Ability to operate with high ownership in fast-paced, ambiguous environments

Preferred Qualifications:

• Experience working with government or public sector customers
• Background in enterprise SaaS, professional services, or consulting
• Experience owning or influencing net revenue retention (NRR)
• Familiarity with regulated industries (education, healthcare, public sector)
• Experience building systems that improve operational efficiency and scalability

Compensation & Benefits:

• Compensation Range (California): The base salary range for this role is $180,000 – $220,000, depending on experience, skills, and location.
• This role may also be eligible for equity and other forms of compensation.
• Wonderschool offers a competitive benefits package, including:
• Health benefits with up to 100% coverage for employee premiums and up to 80% for dependents
• Wifi and employee wellness stipends
• Flexible PTO, paid holidays, and mental wellness days
• Competitive parental leave (eligible after 6 months of employment)
• A highly collaborative, mission-driven workplace environment

Location / Travel Expectations:

• This role is based in San Francisco (hybrid, approximately three days per week in office).
• Regular travel is required to support customer implementations, key partnerships, and critical deployment phases.

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