Technical Customer Success Manager (API)

Perplexity AI; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Perplexity AI is seeking a customer success leader to manage onboarding, adoption, and expansion for a portfolio of API-driven customers in the United States. You will coordinate with engineering and support to resolve issues and drive production integration.

Ideally, you have 4+ years in customer success or related roles, strong API and AI familiarity, and a proven track record of improving adoption and retention.

Qualifications

• Technical fluency: comfortable reading API documentation and discussing integrations.
• Experience creating or improving a customer program, playbook, or cross-functional process.
• 4+ years in customer success, technical account management, solutions engineering, or related role at a tech company.
• Track record of driving adoption, retention, or growth across a portfolio.
• Strong written and verbal communication with clear explanations of technical issues.
• Sound judgment balancing account needs with priorities and projects.
• Experience with APIs, developer tools, cloud infrastructure, or usage-based products.
• Familiarity with AI applications, search, retrieval, or agents; knowledge of evaluation criteria.

Responsibilities

• Own customer relationships across onboarding, adoption, retention, and expansion.
• Understand each customer use case, integration, and establish path to production.
• Use data to identify adoption risks and growth opportunities; define next steps.
• Investigate technical questions using API docs, sample requests, and usage data.
• Coordinate with Engineering and Support on deeper issues and keep customers informed.
• Lead customer-facing programs like endpoint migrations, product rollouts, and enablement.
• Manage communications for product changes, deprecations, and outages with clear guidance.
• Build and improve the API customer success playbook with onboarding and health signals.
• Partner with Sales on renewals and expansion using adoption and outcomes to show value.
• Bring feedback into product planning and enablement addressing recurring needs.

Skills

Customer success

Technical account management

Solutions engineering

Strong communication

APIs

Python

SQL

AI familiarity

Tools

APIs

Cloud infrastructure

Developer tools

Python

Job description

• Own customer relationships across onboarding, adoption, retention, and expansion, building trust with developers, technical leaders, and business stakeholders
• Understand each customer’s use case, integration, and success criteria. Help them evaluate the APIs, resolve adoption barriers, and establish a path to production
• Use account and product usage data to identify declining adoption, technical risks, and growth opportunities, then work with customers on specific next steps
• Investigate technical questions using API documentation, sample requests, and usage data. Coordinate with Engineering and Support on deeper issues and keep customers informed through resolution
• Lead customer-facing programs such as endpoint migrations, product rollouts, and enablement. Define milestones, coordinate internal owners, and track customer readiness and completion
• Manage customer communications for product changes, deprecations, and outages, partnering with technical teams to provide accurate updates and clear guidance
• Build and improve the API customer success playbook, including onboarding, account reviews, customer health signals, escalation paths, and sales-to-CS handoffs
• Partner with Sales and account owners on renewals and expansion, using adoption, consumption, and business outcomes to demonstrate value and surface risks early
• Bring customer feedback into product planning and work with Developer Relations and Support on documentation and enablement that address recurring needs

Technical fluency: comfortable reading API documentation, making API requests, interpreting responses and errors, and discussing integration questions with developersExperience creating or improving a customer program, playbook, or cross-functional process, not only operating an established one4+ years of experience in customer success, technical account management, solutions engineering, or a related customer-facing role at a technology companyA track record of driving adoption, retention, or growth across a portfolio of customers, with clear ownership of follow-throughStrong written and verbal communication, including the ability to explain technical issues clearly and communicate carefully when facts are still developingSound judgment in balancing account needs with strategic projects, setting priorities, and moving work forward without a detailed briefExperience with APIs, developer tools, cloud infrastructure, or usage-based productsFamiliarity with AI applications, search, retrieval, or agents, including how customers evaluate quality, latency, and costWorking knowledge of Python or SQL for reproducing issues, analyzing usage, or automating recurring work