Head of Customer Success: Enterprise AI & API Adoption

Perplexity; San Francisco, New York (CA, NY); Hybrid; USD 180,000 - 270,000; Full time

Job summary

Perplexity is seeking a Customer Success Lead in San Francisco to own the strategy and operating model for CS, leading a team across Enterprise, SMB, and API customers. You will drive GRR/NRR, renewals, and expansions, while shaping playbooks, onboarding, and health metrics.

The role combines hands-on leadership with close customer and product engagement. You will hire and coach CSMs, partner with Sales and RevOps, and mentor teams to deliver measurable business outcomes, ensuring adoption and

Qualifications

• 10+ years in customer success, account management, or post-sales roles at enterprise software companies.
• 5+ years leading CS teams, with a track record of hiring, coaching, and developing high-performing CSMs.
• Owned GRR and NRR targets and can show how your team moved them.
• Built or rebuilt a CS function during rapid growth, not only run an established one.
• Experience with high-touch and scaled or digital coverage models and AI product fluency.
• Comfortable with usage data, forecasting, and customer health tooling; Salesforce experience.

Responsibilities

• Own gross and net revenue retention for the customer base, including renewal forecasting, risk management, and expansion targets shared with Sales.
• Set the customer success strategy and coverage model across high-touch Enterprise, scaled SMB and Mid-Market, and technical API customers.
• Hire, coach, and develop CSMs across customer segments, establishing a regular cadence of 1:1s, account and renewal reviews, and a clear bar for performance and product expertise.
• Build the playbooks the team runs on, including Sales-to-CS handoffs, onboarding, customer success plans, health scoring, executive business reviews, and escalations.
• Partner with Applied AI and Enablement to build onboarding, workshops, champion programs, and scaled education that help customers reach first value and sustain adoption.
• Help customers connect adoption and consumption to business outcomes, understand usage and cost trade-offs, and build a clear case for renewal and expansion.
• Partner with Sales to identify self-serve customers ready to move to Enterprise and to plan expansion in named accounts.
• Work with RevOps and Finance on capacity planning, account assignment, book-of-business design, and accurate reporting in Salesforce.
• Partner with cross-functional teams to deliver a cohesive customer journey, with clear ownership and handoffs from onboarding through adoption, renewal, and expansion.
• Coordinate customer readiness and communications for product launches, migrations, pricing and usage changes, and incidents, partnering with Product, Marketing, Support, and Engineering on accurate guidance.
• Bring customer needs and recurring friction into product planning, and close the loop with customers on decisions and progress.
• Engage executive sponsors at our largest accounts and step in personally on strategic adoption efforts, high-stakes renewals, and escalations while building the team’s ability to own day-to-day execution.

Skills

Customer success leadership

Revenue retention management

Enterprise software

Forecasting

Salesforce

AI product fluency

Executive stakeholder management

Tools

Salesforce

Job description

Perplexity is seeking a Customer Success Lead in San Francisco to own the strategy and operating model for CS, leading a team across Enterprise, SMB, and API customers. You will drive GRR/NRR, renewals, and expansions, while shaping playbooks, onboarding, and health metrics.

The role combines hands-on leadership with close customer and product engagement. You will hire and coach CSMs, partner with Sales and RevOps, and mentor teams to deliver measurable business outcomes, ensuring adoption and