Scaled Enterprise Customer Success Manager

Perplexity; Austin (TX); 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 Austin. You’ll own onboarding, adoption, retention, and expansion for a high-volume SMB and Mid-Market portfolio, using data-driven playbooks to drive value at scale.

You’ll collaborate with Enterprise, Sales, Product, Support, and Marketing to help customers realize value from Perplexity, drive renewals, identify expansion opportunities, and build scalable CS motions.

Qualifications

• 3+ years in Customer Success or Account Management at scaling technology companies
• Experience supporting SMB/Mid-Market or high-volume customer segments
• Strong communication and ability to justify value to stakeholders

Responsibilities

• Execute scaled Enterprise CS strategy
• Manage a high-volume portfolio of SMB and Mid-Market customers
• Serve as focal point across onboarding, adoption, renewal and expansion
• Drive onboarding programs, trainings, webinars, and digital content
• Monitor health, usage trends and engagement signals
• Identify self-serve customers with expansion potential
• Surface expansion/upgrade opportunities with Sales and AM
• Quantify value delivered through usage insights and outcomes
• Advocate for customer needs and collaborate with cross-functional teams
• Track and report on KPIs and advise on program improvements

Skills

Customer Success

Account Management

Data-driven

Communication

Cross-functional collaboration

Tools

CRM systems

Customer success platforms

Analytics tools

Engagement workflows

Job description

Perplexity is looking for a Scaled Enterprise Customer Success Manager to join our Enterprise team. In this role, you'll be responsible for driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and Mid-Market customers. The ideal candidate has a strong foundation in Customer Success or Account Management within a scaling technology company, with the ability to use data, repeatable programs, and sharp customer judgment to create impact across many accounts.

You will work closely with members of the Enterprise, Sales, Product, Support, and Marketing teams to help customers realize value from Perplexity at scale. This role requires strong communication, operational discipline, comfort with ambiguity, and a proactive "can-do" attitude. Your success will play a crucial role in expanding Perplexity's enterprise customer base, identifying conversion opportunities from self-serve customers, and helping build the next generation of scaled customer success motions.

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

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

Compensation Range: $150K - $175K