Scaled Enterprise Customer Success Manager

About the Role

The role entails managing a large portfolio of customers, developing and executing tailored success plans, and collaborating with internal stakeholders to ensure customer needs are met. You will be responsible for driving initial enablement, monitoring customer health, and identifying opportunities for growth and expansion. Your success will have a direct impact on Perplexity's ability to expand its enterprise customer base and drive revenue growth.

As a Scaled Enterprise Customer Success Manager, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences. You will have the opportunity to work with a range of customers, from small businesses to large enterprises, and develop a deep understanding of their needs and challenges.

What You Will Do

• 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
• Advocate for customer needs and collaborate with cross-functional teams to improve product experience, enablement materials, support processes, and scaled CS playbooks
• Track and report on key performance indicators, analyze data to identify trends, and recommend improvements to scaled engagement programs

What We Are Looking For

• 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
• Strong 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
• 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

Nice to Have

• Experience with Excel and data analysis tools
• Knowledge of sales and account management principles
• Familiarity with AI and productivity tooling
• Certification in customer success or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company
• Collaborative and supportive team environment
• Professional development and growth opportunities
• Flexible working hours and remote work options
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance
• Comprehensive health and wellness benefits
• Generous paid time off and holiday policy

• Develop a strong understanding of customer success principles and how to apply them in a scaling technology company.
• Be prepared to showcase your ability to drive adoption, retention, and growth across a book of business.
• Highlight your experience with data analysis and customer judgment to prioritize outreach and identify expansion opportunities.
• Demonstrate your ability to work independently and as part of a collaborative team.
• Show examples of how you have used CRM systems, customer success platforms, and analytics tools to drive customer success.
• Prepare to discuss your experience with sales and account management principles and how you can apply them to drive expansion and renewal opportunities.
• Be ready to talk about your knowledge of AI and productivity tooling and how you can leverage this to drive customer success.