Customer Success & Enterprise Support Lead, APAC

Details

• Execute the Enterprise customer success strategy in APAC, serving as the primary point of contact for key APAC-based enterprise clients.
• Drive initial enablement through high-quality onboarding and training, then define and run a targeted, goal-based engagement plan aligned with each customer's objectives.
• Identify and support opportunities for expansion; partner with sales to translate customer insights into actionable growth strategies.
• Manage retention by quantifying value delivered, monitoring health, and acting early on risk.
• Generate customer insights by understanding the competitive landscape and the end-to-end customer journey — goals, behaviors, and pain points — across distinct APAC markets.
• Build durable executive relationships and engage with stakeholders from individual contributors to C-level.
• Engage cross-functionally with Product, Engineering, Localization, Sales, and Marketing to drive projects and influence decisions that enable delivery of your customer strategy.
• Work directly with enterprise customers via tickets, Slack, and calls to diagnose and resolve the most complex technical and product questions — the "last line of defense" before Product and Engineering step in.
• Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations in Japanese and English.
• Anticipate customer issues, orchestrate timely resolutions, and act as the regional escalation point for complex problems.
• Leverage Perplexity's own AI tooling and workflow automations to scale world-class support, continuously replacing repetitive tasks with agentic, self-service solutions that still feel personalized.
• Localize 15+ knowledge base articles at launch, maintaining terminology consistency with product UI localization.
• Fluency in English and Japanese is a must; technical writing proficiency in Japanese. Business or fluent-level Korean or Mandarin Chinese is preferred.
• 3+ years in B2B/SaaS customer support, ideally as a senior or escalation engineer providing timely, accurate support to end users.
• 3+ years in customer-facing roles (Customer Success, Account Management, or equivalent) with a proven ability to engage stakeholders at both project and senior management levels.
• Proven track record of driving enterprise-level satisfaction, growth, and retention; creative problem-solving in a fast-paced environment.
• Strong customer orientation with the ability to interact effectively with both software engineers and business decision-makers.
• Hands-on experience prompting large language models and a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs).
• Ability to translate complex technical concepts — APIs, SSO/SAML, cloud integrations — into clear, actionable guidance for non-technical stakeholders.
• Proficiency with modern support platforms (Intercom, Zendesk, Jira) and CRM / customer success tools.
• Excellent written and spoken communication; comfortable presenting to C-level executives.
• A self-starter comfortable with ambiguity, juggling multiple initiatives, and operating independently as the in-region anchor for a US-headquartered team.