Perplexity
Customer Success & Support
CustomerSuccess&EnterpriseSupportLead,APAC
“Customer Success & Enterprise Support Lead, APAC at Perplexity. Skills: Customer Success, Enterprise Support, AI Fundamentals. Execute customer success strategy. Serve as primary point of contact”
What You'll Achieve.
deliver world-class experience; drive initial enablement; drive customer adoption; drive customer retention; drive customer growth; drive enterprise-level satisfaction
Industry & Context.
creative problem-solving; troubleshooting; isolate root causes
What They're Looking For.
Must Have
Fluency in English and Japanese, 3+ years in B2B/SaaS customer support, 3+ years in customer-facing roles, Proven track record of driving enterprise-level satisfaction, growth, and creative problem-solving, customer orientation with the ability to interact effectively with both software engineers and business decision-makers, Hands-on experience prompting large language models, solid grasp of AI fundamentals, Ability to translate complex technical concepts into clear, actionable guidance, Proficiency with modern support platforms, Proficiency with CRM / customer success tools, Excellent written and spoken communication, comfortable presenting to C-level executives, A self-starter comfortable with ambiguity, juggling multiple initiatives, and operating independently
Nice to Have
Business or fluent-level Korean or Mandarin Chinese
What You'll Do.
Execute customer success strategy
Serve as primary point of contact
Drive initial enablement
Define and run engagement plan
Identify opportunities for growth
Quantify value delivered
Monitor customer health
Generate customer insights
Understand competitive landscape
Understand customer journey
Build executive relationships
Engage with stakeholders
Engage cross-functionally
Diagnose and resolve technical questions
Own end-to-end troubleshooting
Collaborate with engineers
Communicate explanations
Anticipate customer issues
Orchestrate timely resolutions
Act as regional escalation point
Scale world-class support
Replace repetitive tasks
Localize knowledge base articles
Maintain terminology consistency
How You'll Work.
Team & Collaboration
Partner closely with Product, Engineering, Localization, and Technical Success; Engage cross-functionally with Product, Engineering, Localization, Sales, and Marketing; Collaborate with engineers; Interact effectively with software engineers and business decision-makers
Communication Scope
written and spoken communication; presenting to C-level executives
Applying for this Customer Success & Enterprise Support Lead, APAC role?
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