技术客户成功经理，API
Technical Customer Success Manager, API
Perplexity的API平台将我们在人工智能、搜索和代理编排方面的工作带给开发者。我们的客户包括从AI原生初创公司到世界上最大的科技公司。与他们合作，以及我们自身在构建Perplexity核心应用方面的开发，使我们的团队直接接触到搜索、模型和工具如何用于构建和扩展AI原生产品和应用。
关于该职位
我们正在寻找一位技术娴熟的客户成功经理，帮助我们的API客户取得成功，并随着业务增长塑造我们对他们的支持方式。你将负责一个客户组合，了解他们正在构建的内容，并帮助他们从评估阶段过渡到生产环境并实现更广泛的采用。
除了负责的客户外，你还将主导项目，如产品和端点迁移、客户赋能以及产品更新和事件的沟通。你将直接与开发AI产品的客户以及构建他们依赖的API的工程师合作。作为团队的早期成员，你将帮助制定客户成功计划，并将从客户那里学到的经验带入产品决策中。
职责
- 负责客户关系，涵盖入职、采用、留存和扩展，与开发者、技术负责人和业务利益相关者建立信任。
- 了解每个客户的具体用例、集成和成功标准。帮助他们评估API，解决采用障碍，并建立通往生产的路径。
- 使用账户和产品使用数据识别采用率下降、技术风险和增长机会，然后与客户共同制定具体的下一步行动。
- 使用API文档、示例请求和使用数据来调查技术问题。就更深层次的问题与工程和客服团队协调，并在解决过程中保持客户知情。
- 主导面向客户的项目，如端点迁移、产品发布和赋能。定义里程碑，协调内部负责人，并跟踪客户的准备情况和完成情况。
- 管理客户关于产品变更、弃用和中断的沟通，与技术团队合作提供准确的更新和清晰的指导。
- 构建和改进API客户成功指南，包括入职、账户审查、客户健康信号、升级路径和销售到客户成功团队的交接。
- 与销售和客户负责人合作进行续约和扩展，利用采用率、使用情况和业务需求
查看英文原文
Perplexity's API Platform brings our work in AI, search, and agent orchestration to developers. Our customers range from AI-native startups to some of the world's largest technology companies. Working with them, alongside our own developments in building Perplexity’s core application gives our team direct exposure to how search, models, and tools are used to build and scale AI-native products and applications.
ABOUT THIS ROLE
We are looking for a technically fluent Customer Success Manager to help our API customers succeed and shape how we support them as the business grows. You will own a portfolio of customers, understand what they are building, and help them move from evaluation to production and broader adoption.
Alongside your accounts, you will lead projects such as product and endpoint migrations, customer enablement, and communications for product updates and incidents. You will work directly with customers developing AI products and with the engineers building the APIs they depend on. As an early member of the team, you will help shape our customer success programs and bring what you learn from customers into product decisions.
RESPONSIBILITIES
- Own customer relationships across onboarding, adoption, retention, and expansion, building trust with developers, technical leaders, and business stakeholders.
- Understand each customer's use case, integration, and success criteria. Help them evaluate the APIs, resolve adoption barriers, and establish a path to production.
- Use account and product usage data to identify declining adoption, technical risks, and growth opportunities, then work with customers on specific next steps.
- Investigate technical questions using API documentation, sample requests, and usage data. Coordinate with Engineering and Support on deeper issues and keep customers informed through resolution.
- Lead customer-facing programs such as endpoint migrations, product rollouts, and enablement. Define milestones, coordinate internal owners, and track customer readiness and completion.
- Manage customer communications for product changes, deprecations, and outages, partnering with technical teams to provide accurate updates and clear guidance.
- Build and improve the API customer success playbook, including onboarding, account reviews, customer health signals, escalation paths, and sales-to-CS handoffs.
- Partner with Sales and account owners on renewals and expansion, using adoption, consumption, and business outcomes to demonstrate value and surface risks early.
- Bring customer feedback into product planning and work with Developer Relations and Support on documentation and enablement that address recurring needs.
WHAT WE'RE LOOKING FOR
- 4+ years of experience in customer success, technical account management, solutions engineering, or a related customer-facing role at a technology company.
- Technical fluency: comfortable reading API documentation, making API requests, interpreting responses and errors, and discussing integration questions with developers.
- A track record of driving adoption, retention, or growth across a portfolio of customers, with clear ownership of follow-through.
- Experience creating or improving a customer program, playbook, or cross-functional process, not only operating an established one.
- Strong written and verbal communication, including the ability to explain technical issues clearly and communicate carefully when facts are still developing.
- Sound judgment in balancing account needs with strategic projects, setting priorities, and moving work forward without a detailed brief.
NICE TO HAVE
- Experience with APIs, developer tools, cloud infrastructure, or usage-based products.
- Familiarity with AI applications, search, retrieval, or agents, including how customers evaluate quality, latency, and cost.
- Working knowledge of Python or SQL for reproducing issues, analyzing usage, or automating recurring work.