Scaled Enterprise Customer Success Manager

Requirements and responsibilities

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Details

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
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