Scaled Enterprise Customer Success Manager

Join Perplexity, a scaling technology company, as a Scaled Enterprise Customer Success Manager. In this role, you will drive onboarding, adoption, retention, and expansion across a high-volume portfolio of SMB and Mid-Market customers. You will work closely with various teams to help customers realize value from Perplexity at scale. The ideal candidate has a strong foundation in Customer Success or Account Management, excellent communication skills, and the ability to use data to create impact across many accounts.

• Execute the scaled Enterprise customer success strategy developed by leadership, managing a high-volume portfolio of SMB and Mid-Market customers.
• Drive initial enablement through repeatable onboarding programs, training sessions, office hours, webinars, and digital content, while monitoring customer health and engagement signals.
• Identify self-serve customers with strong usage, business fit, or expansion potential and support conversion opportunities into Enterprise, partnering with Sales and Account Management.
• A self-starter by nature, comfortable dealing with ambiguity and juggling multiple initiatives
• 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
• Excellent written and verbal communication skills, with the ability to clearly explain value to business and technical stakeholders
• Ability to work independently and as part of a collaborative team
• Strong customer judgment with the ability to balance personalized engagement and scalable program execution
• 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
• Proven ability to drive adoption, retention, and growth across a book of business
• Proficiency in CRM systems, customer success platforms, analytics tools, and customer engagement workflows