Scaled Enterprise CS Lead — Adoption & Growth

Perplexity; San Francisco (CA); On-site; USD 150,000 - 175,000; Full time

Job summary

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

The role emphasizes data-informed decision making, clear communication, and proactive management of customer health and expansion opportunities across a fast-growing tech company.

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 in a SaaS or AI/productivity tooling environment.
• Strong customer judgment with 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 for business and technical stakeholders.
• Comfortable using data to prioritize outreach, diagnose account health, identify product usage trends, and uncover expansion signals.
• Self-starter, able to handle ambiguity and juggle multiple initiatives.
• Ability to work under pressure and in demanding environments.
• Ability to work independently and in a team; proficient in CRM systems and analytics.

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 and scaled CS playbooks.
• Track and report on key performance indicators, analyze data to identify trends, and recommend program improvements.

Skills

Customer Success

Account Management

Data-driven decisions

Communication skills

CRM tools

Tools

CRM platforms

Analytics tools

Engagement workflows

Job description

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

The role emphasizes data-informed decision making, clear communication, and proactive management of customer health and expansion opportunities across a fast-growing tech company.