Customer Success & Enterprise Support Lead, APAC

About the Role

Perplexity's APAC team is focused on providing a world-class experience for its customers, partnering closely with Product, Engineering, Localization, and Technical Success teams to resolve complex technical issues and adapt global support and success frameworks to regional expectations.

What You Will Do

• Execute the Enterprise customer success strategy in APAC, serving as the primary point of contact for key APAC-based enterprise clients.
• Drive initial enablement through high-quality onboarding and training, then define and run a targeted, goal-based engagement plan aligned with each customer's objectives.
• Identify and support opportunities for expansion; partner with sales to translate customer insights into actionable growth strategies.
• Manage retention by quantifying value delivered, monitoring health, and acting early on risk.
• Generate customer insights by understanding the competitive landscape and the end-to-end customer journey — goals, behaviors, and pain points — across distinct APAC markets.
• Build durable executive relationships and engage with stakeholders from individual contributors to C-level.
• Engage cross-functionally with Product, Engineering, Localization, Sales, and Marketing to drive projects and influence decisions that enable delivery of your customer strategy.
• Work directly with enterprise customers via tickets, Slack, and calls to diagnose and resolve the most complex technical and product questions.
• Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations in Japanese and English.

What We Are Looking For

• Fluency in English and Japanese is a must; technical writing proficiency in Japanese.
• 3+ years in B2B/SaaS customer support, ideally as a senior or escalation engineer providing timely, accurate support to end users.
• 3+ years in customer-facing roles (Customer Success, Account Management, or equivalent) with a proven ability to engage stakeholders at both project and senior management levels.
• Proven track record of driving enterprise-level satisfaction, growth, and retention; creative problem-solving in a fast-paced environment.
• Strong customer orientation with the ability to interact effectively with both software engineers and business decision-makers.
• Hands-on experience prompting large language models and a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs).
• Ability to translate complex technical concepts — APIs, SSO/SAML, cloud integrations — into understandable language for non-technical stakeholders.

Nice to Have

• Business or fluent-level Korean or Mandarin Chinese.
• Experience with Excel for data analysis and reporting.
• Familiarity with AI tooling and workflow automations.
• Previous experience in managing a team or leading projects.

Benefits and Perks

• Competitive compensation package.
• Opportunity to work with a cutting-edge AI technology.
• Collaborative and dynamic work environment.
• Professional development opportunities.
• Flexible working hours and remote work options.
• Access to the latest tools and technologies.
• Recognition and reward for outstanding performance.

• Ensure you have a solid understanding of AI fundamentals and experience with large language models to stand out in your application.
• Tailor your resume and cover letter to highlight your customer success and technical support experience, especially in an APAC context.
• Be prepared to provide specific examples of how you've managed complex technical issues and driven customer growth in previous roles.
• Familiarize yourself with Perplexity's products and services to demonstrate your enthusiasm and understanding of the company's mission.
• Practice your communication skills, especially in Japanese and English, to ensure you can effectively engage with enterprise customers and internal stakeholders.
• Consider creating a portfolio that showcases your technical writing skills and ability to translate complex concepts into understandable language.