Customer Success Lead
Perplexity is an AI-powered answer engine that provides real-time, cited answers and research capabilities.
Funding history
About Perplexity
Private AI company founded in 2022. Its products combine conversational search and research with cited web sources; it also offers developer-facing Search, Agent, Router, and Embeddings APIs.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the customer success strategy and operating model for enterprise, SMB, mid-market, and API customers. You will manage and develop CSMs, own retention and renewal performance, build customer-success programs and playbooks, partner across Sales, Finance, RevOps, Product, Marketing, Support, and Engineering, and personally support strategic accounts and escalations.
Requirements
- 10+ years of customer success, account management, or post-sales experience at enterprise software companies
- 5+ years leading customer success teams
- Experience owning GRR and NRR targets
- Experience building or rebuilding a customer success function during rapid growth
- Experience with high-touch and scaled or digital coverage models
- Experience driving onboarding, sustained adoption, and measurable business outcomes
- Comfort with usage and consumption data
- Strong command of Salesforce, forecasting, and customer health tooling
- Hands-on fluency with AI products
- Ability to communicate with executive buyers, administrators, and technical teams
- Ability to operate without an established playbook and use AI and automation appropriately
Responsibilities
- Own gross and net revenue retention, renewal forecasting, risk management, and expansion targets
- Set the customer success strategy and coverage model across customer segments
- Hire, coach, and develop customer success managers
- Build handoff, onboarding, success-plan, health-scoring, review, and escalation playbooks
- Partner on onboarding, workshops, champion programs, and scaled customer education
- Help customers connect adoption and consumption to business outcomes
- Partner with Sales on enterprise conversion and account expansion
- Work with RevOps and Finance on capacity planning, account assignment, book design, and Salesforce reporting
- Coordinate customer readiness and communications for launches, migrations, pricing changes, and incidents
- Bring customer needs and recurring friction into product planning
- Engage executive sponsors and support strategic adoption efforts, renewals, and escalations
Benefits
- Equity
- Health insurance
- Dental insurance
- Vision insurance
- Retirement benefits
- Fitness benefits
- Commuter accounts
- Dependent care accounts
- Region-tailored benefits for eligible full-time employees outside the United States