Enterprise CS Manager: Scale, Adoption & Growth

Rozgoo; United States; Remote; USD 110,000 - 180,000; Full time

Job summary

Perplexity is seeking a Scaled Enterprise Customer Success Manager to drive onboarding, adoption, retention, and expansion across a high-volume SMB and Mid-Market book. You will work with Enterprise, Sales, Product, Support, and Marketing to ensure customers realize value at scale.

The role requires strong communication, data-driven discipline, and a proactive can-do attitude to build scalable CS motions and identify opportunities for growth within the customer base.

Qualifications

• 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.
• A self-starter by nature, comfortable dealing with ambiguity and juggling multiple initiatives.
• 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

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

Skills

Customer Success

Account Management

Sales

Data-driven

Tools

CRM software

Analytics tools

Customer success platforms

Job description

Perplexity is seeking a Scaled Enterprise Customer Success Manager to drive onboarding, adoption, retention, and expansion across a high-volume SMB and Mid-Market book. You will work with Enterprise, Sales, Product, Support, and Marketing to ensure customers realize value at scale.

The role requires strong communication, data-driven discipline, and a proactive can-do attitude to build scalable CS motions and identify opportunities for growth within the customer base.