# Scaled Enterprise Customer Success Manager

**Company:** [Perplexity](https://hotfix.jobs/companies/perplexity)
**Location:** San Francisco, CA, New York, NY, Austin, TX
**Role:** Customer Success
**Salary:** $150k – $175k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, SaaS, CRM, Analytics Tools, Onboarding Programs, Customer Engagement, Data Analysis, Retention Strategies, Cross-Functional Collaboration
**Posted:** 2026-05-16

> Manage a high-volume book of SMB and Mid-Market customers driving onboarding, adoption, retention, and expansion using data-informed programs and scalable CS motions. Requires 3+ years in Customer Success or Account Management at a scaling tech company.

## Job Description

## 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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