Perplexity
Customer Success & Support
ScaledEnterpriseCustomerSuccessManager
Neural analysis suggests this role is
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“Scaled Enterprise Customer Success Manager at Perplexity. Skills: Customer Success, Account Management, driving adoption, retention, expansion, data analysis, repeatable programs, customer judgment. Driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and Mid-Market customers. Execute the scaled Enterprise customer success strategy developed by leadership”
What You'll Achieve.
driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and Mid-Market customers; expanding Perplexity's enterprise customer base; identifying conversion opportunities from self-serve customers; helping build the next generation of scaled customer success motions; driving adoption, retention, and growth across a book of business; quantify value delivered by Perplexity through usage insights, adoption milestones, and business outcomes; improve product experience, enablement materials, support processes, and scaled CS playbooks; Track and report on key performance indicators; analyze data to identify trends; recommend improvements to scaled engagement programs
Industry & Context.
What They're Looking For.
Must Have
3+ years of experience in Customer Success, Account Management, Sales, or related customer-facing roles at scaling technology companies, Experience supporting SMB, Mid-Market, or high-volume customer segments, ideally in a SaaS or AI/productivity tooling environment, customer judgment with the ability to balance personalized engagement and scalable program execution, Proven ability to drive adoption, retention, and growth across a book of business, Excellent written and verbal communication skills, with the ability to clearly explain value to business and technical stakeholders, Comfortable using data to prioritize outreach, diagnose account health, identify product usage trends, and uncover expansion signals, A self-starter by nature, comfortable dealing with ambiguity and juggling multiple initiatives, Ability to work under pressure, thriving in demanding environments, Ability to work independently and as part of a collaborative team, Proficiency in CRM systems, customer success platforms, analytics tools, and customer engagement workflows
What You'll Do.
and expansion across a high-volume book of SMB and Mid-Market customers
Execute the scaled Enterprise customer success strategy developed by leadership
Manage a high-volume portfolio of SMB and Mid-Market customers through a lower-touch
data-informed engagement model
Serve as a point of contact for customers across onboarding
and expansion moments
Drive initial enablement through repeatable onboarding programs
Monitor customer health
and engagement signals to prioritize outreach and identify risks or growth opportunities
Identify self-serve customers with usage
or expansion potential and support conversion opportunities into Enterprise
Partner with Sales and Account Management to surface expansion
and renewal opportunities across scaled accounts
Help customers quantify value delivered by Perplexity through usage insights
and business outcomes
Advocate for customer needs and collaborate with cross-functional teams to improve product experience
and scaled CS playbooks
Track and report on key performance indicators
analyze data to identify trends
and recommend improvements to scaled engagement programs
How You'll Work.
Team & Collaboration
Work closely with members of the Enterprise, Sales, Product, Support, and Marketing teams; Collaborate with cross-functional teams to improve product experience, enablement materials, support processes, and scaled CS playbooks; Partner with Sales and Account Management to surface expansion, upgrade, and renewal opportunities
Communication Scope
Excellent written and verbal communication skills; ability to clearly explain value to business and technical stakeholders
Full Job Description
Perplexity is looking for a Scaled Enterprise Customer Success Manager to join our Enterprise team. In this role, you'll be responsible for driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and Mid-Market customers. The ideal candidate has a strong foundation in Customer Success or Account Management within a scaling technology company, with the ability to use data, repeatable programs, and sharp customer judgment to create impact across many accounts. You will work closely with members of the Enterprise, Sales, Product, Support, and Marketing teams to help customers realize value from Perplexity at scale. This role requires strong communication, operational discipline, comfort with ambiguity, and a proactive "can-do" attitude. Your success will play a crucial role in expanding Perplexity's enterprise customer base, identifying conversion opportunities from self-serve customers, and helping build the next generation of scaled customer success motions. Responsibilities - Execute the scaled Enterprise customer success strategy developed by leadership - Manage a high-volume portfolio of SMB and Mid-Market customers through a lower-touch, data-informed engagement model - Serve as a point of contact for customers across onboarding, adoption, value realization, renewal, and expansion moments - Drive initial enablement through repeatable onboarding programs, training sessions, office hours, webinars, and digital content - Monitor customer health, usage trends, and engagement signals to prioritize outreach and identify risks or growth opportunities - Identify self-serve customers with strong usage, business fit, or expansion potential and support conversion opportunities into Enterprise - Partner with Sales and Account Management to surface expansion, upgrade, and renewal opportunities across scaled accounts - Help customers quantify value delivered by Perplexity through usage insights, adoption milestones, and business outcomes - Advoc
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