Scaled Enterprise CS Manager: Onboard, Adoption, Expansion

Perplexity; New York (NY); On-site; USD 150,000 - 175,000; Full time

Job summary

Perplexity is seeking a Scaled Enterprise Customer Success Manager to join our Enterprise team in New York. You will drive onboarding, adoption, retention, and expansion across a high-volume SMB and Mid-Market book, using data-informed programs to scale impact.

Collaborate with Sales, Product, Support, and Marketing to deliver measurable value, manage health signals, and surface expansion opportunities. You will enable self-serve customers and help build scalable CS motions that grow

Qualifications

• 3+ years in Customer Success, Account Management, Sales, or related roles at scaling tech companies.
• Experience supporting SMB, Mid-Market, or high-volume customer segments, SaaS/AI productivity tools.
• Strong customer judgment balancing personalized engagement with scalable programs.
• Proven ability to drive adoption, retention, and growth across a book of business.

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 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 or expansion potential and support conversion to Enterprise.
• Partner with Sales and Account Management to surface expansion, upgrade, and renewal opportunities.
• 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 enablement materials.
• Track and report on key performance indicators, analyze data to identify trends, and recommend improvements to scaled engagement programs.

Skills

Customer Success

Account Management

SaaS experience

Data-driven

Communication

Tools

CRM systems

Analytics tools

Job description

Perplexity is seeking a Scaled Enterprise Customer Success Manager to join our Enterprise team in New York. You will drive onboarding, adoption, retention, and expansion across a high-volume SMB and Mid-Market book, using data-informed programs to scale impact.

Collaborate with Sales, Product, Support, and Marketing to deliver measurable value, manage health signals, and surface expansion opportunities. You will enable self-serve customers and help build scalable CS motions that grow