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Scaled Enterprise Customer Success Manager

Perplexity· Customer Success & Support
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Hybrid (San Francisco), Hybrid (Austin), Hybrid (New York City)$150k - $175kFull-timePosted 5mo ago

About the role

Perplexity is looking for a Scaled Enterprise Customer Success Manager to join our Enterprise team. You will drive onboarding, adoption, retention, and expansion across a high-volume book of SMB and Mid-Market customers, using data and repeatable programs to create impact at scale.

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

Benefits

  • Full-time U.S. benefits including equity, health, dental, vision, retirement, fitness, commuter and dependent care accounts
  • International benefits tailored to region of residence
Last updated Jul 15, 2026. Interested? Apply on the company site.

About Perplexity

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Company profileWebsite

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