Scaled Enterprise Customer Success Manager

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.ResponsibilitiesExecute the scaled Enterprise customer success strategy developed by leadershipManage a high-volume portfolio of SMB and Mid-Market customers through a lower-touch, data-informed engagement modelServe as a point of contact for customers across onboarding, adoption, value realization, renewal, and expansion momentsDrive initial enablement through repeatable onboarding programs, training sessions, office hours, webinars, and digital contentMonitor customer health, usage trends, and engagement signals to prioritize outreach and identify risks or growth opportunitiesIdentify self-serve customers with strong usage, business fit, or expansion potential and support conversion opportunities into EnterprisePartner with Sales and Account Management to surface expansion, upgrade, and renewal opportunities across scaled accountsHelp customers quantify value delivered by Perplexity through usage insights, adoption milestones, and business outcomesAdvocate for customer needs and collaborate with cross-functional teams to improve product experience, enablement materials, support processes, and scaled CS playbooksTrack and report on key performance indicators, analyze data to identify trends, and recommend improvements to scaled engagement programsQualifications3+ years of experience in Customer Success, Account Management, Sales, or related customer-facing roles at scaling technology companiesExperience supporting SMB, Mid-Market, or high-volume customer segments, ideally in a SaaS or AI/productivity tooling environmentStrong customer judgment with the ability to balance personalized engagement and scalable program executionProven ability to drive adoption, retention, and growth across a book of businessExcellent written and verbal communication skills, with the ability to clearly explain value to business and technical stakeholdersComfortable using data to prioritize outreach, diagnose account health, identify product usage trends, and uncover expansion signalsA self-starter by nature, comfortable dealing with ambiguity and juggling multiple initiativesAbility to work under pressure, thriving in demanding environmentsAbility to work independently and as part of a collaborative teamProficiency in CRM systems, customer success platforms, analytics tools, and customer engagement workflowsCompensation Range: $150K - $175KLocationSan Francisco; Austin; New York CityEmployment TypeFull timeLocation TypeHybridDepartmentCustomer Success & SupportCompensation$150K – $175K • Offers EquityU.S. BenefitsFull-time U.S. employees enjoy a comprehensive benefits program including equity, health, dental, vision, retirement, fitness, commuter and dependent care accounts, and more.International BenefitsFull-time employees outside the U.S. enjoy a comprehensive benefits program tailored to their region of residence.USD salary ranges apply only to U.S.-based positions. International salaries are set based on the local market. Final offer amounts are determined by multiple factors, including experience and expertise, and may vary from the amounts listed above.