Scaled Enterprise Customer Success Manager

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
• 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

Requirements

• 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
• Comfortable using data to prioritize outreach, diagnose account health, and identify product usage trends
• Self-starter comfortable dealing with ambiguity and juggling multiple initiatives
• Proficiency in CRM systems, customer success platforms, analytics tools, and customer engagement workflows