# Customer Success & Enterprise Support Lead, APAC

**Company:** [Perplexity](https://hotfix.jobs/companies/perplexity)
**Location:** Tokyo, Japan
**Role:** Customer Success
**Salary:** $140k – $165k/yr
**Experience:** 3+ years
**Skills:** Mandarin Chinese, B2B SaaS, Customer Support, Customer Success, LLMs, Ai Fundamentals, APIs, Sso/Saml, Cloud Integrations, Intercom, Zendesk, Jira
**Posted:** 2026-05-29

> This hybrid role owns onboarding, adoption, retention, and growth for Japan-headquartered enterprise accounts while serving as APAC’s senior technical support escalation point. It requires fluent Japanese and English, enterprise customer-facing experience, technical troubleshooting ability, and familiarity with AI concepts and modern support tools.

## Job Description

## Responsibilities

### Customer Success & Growth
- Execute the Enterprise customer success strategy in APAC, serving as the primary point of contact for key APAC-based enterprise clients.
- Drive onboarding and training, then define and run targeted, goal-based engagement plans aligned with customer objectives.
- Identify and support expansion opportunities; partner with Sales on growth strategies.
- Manage retention by quantifying delivered value, monitoring customer health, and acting early on risk.
- Generate customer insights by understanding the competitive landscape and end-to-end customer journeys across APAC markets.
- Build executive relationships with stakeholders from individual contributors to C-level.
- Collaborate with Product, Engineering, Localization, Sales, and Marketing to drive customer-focused projects and influence decisions.

### Enterprise Support Execution
- Diagnose and resolve complex technical and product questions through tickets, Slack, and calls.
- Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear explanations in Japanese and English.
- Anticipate customer issues, orchestrate timely resolutions, and act as the regional escalation point for complex problems.
- Use AI tooling and workflow automations to scale support and replace repetitive tasks with personalized, agentic self-service solutions.
- Localize 15+ knowledge base articles while maintaining terminology consistency with product UI localization.

## Requirements

- Fluency in English and Japanese, including Japanese technical writing proficiency.
- 3+ years of experience in B2B/SaaS customer support, ideally as a senior or escalation engineer.
- 3+ years in customer-facing roles such as Customer Success or Account Management.
- Proven ability to drive enterprise satisfaction, growth, and retention.
- Strong customer orientation and ability to work with software engineers and business decision-makers.
- Hands-on experience prompting large language models and understanding of AI fundamentals, including tokens, context windows, embeddings, and latency-versus-cost trade-offs.
- Ability to explain APIs, SSO/SAML, and cloud integrations to non-technical stakeholders.
- Proficiency with Intercom, Zendesk, Jira, and CRM or customer success tools.
- Excellent written and spoken communication skills, including C-level presentations.
- Ability to operate independently and manage ambiguity and multiple initiatives.

## Nice to Have

- Business or fluent-level Korean or Mandarin Chinese.

## Compensation

- Annual salary: 140000–165000 (currency not specified in the ATS data).

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