Scaled Enterprise Customer Success Manager
At a glance
Mid-level Customer Success role at Perplexity. San Francisco · full-time · $150,000–$175,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Run a lower-touch engagement model across a high-volume SMB and Mid-Market customer portfolio
- Guide accounts through onboarding, adoption, value realization, renewals, and expansion
- Deliver repeatable enablement through training, office hours, webinars, and digital content
- Use health, usage, and engagement data to prioritize outreach and uncover risks or growth signals
- Work with Sales and Account Management on enterprise conversions, upgrades, renewals, and expansions
What you bring
- At least three years in Customer Success, Account Management, Sales, or another customer-facing role at a scaling technology company
- Experience serving SMB, Mid-Market, or other high-volume customer groups, preferably with SaaS or AI productivity tools
- A track record of improving adoption, retention, and growth across a customer book
- Strong written and spoken communication for business and technical audiences
- Working proficiency with CRM, customer success, analytics, and engagement workflow tools
Who this fits
You'll suit a customer-facing operator who can balance tailored judgment with repeatable programs across many accounts. The role calls for independent work, collaboration, comfort with ambiguity, and composure under pressure. It is a hybrid, full-time position in San Francisco.
From the employer
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
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