扩展企业客户成功经理
Scaled Enterprise Customer Success Manager
Perplexity 正在寻找一位扩展型企业客户成功经理加入我们的企业团队。在这个职位上，你将负责推动 SMB 和中型市场客户的入职、采用、留存和增长。理想的候选人应在一家快速发展的科技公司中拥有客户成功或客户管理的坚实基础，能够通过数据、可重复的计划和敏锐的客户判断力，在多个客户账户中产生影响。
你将与企业、销售、产品、支持和营销团队的成员密切合作，帮助客户实现 Perplexity 的规模化价值。此职位需要出色的沟通能力、运营纪律性、对不确定性的适应能力，以及积极主动的“我能做”态度。你的成功将在扩大 Perplexity 的企业客户群、识别来自自助服务客户的转化机会，以及帮助构建下一代规模化客户成功方案方面发挥关键作用。
职责
- 执行领导层制定的扩展型企业客户成功策略
- 通过低接触、数据驱动的参与模式管理大量 SMB 和中型市场客户组合
- 在客户入职、采用、价值实现、续约和增长等关键时刻，作为客户的联系人
- 通过可重复的入职计划、培训课程、办公时间、网络研讨会和数字内容推动初始赋能
- 监控客户健康状况、使用趋势和参与信号，以优先安排联系并识别风险或增长机会
- 识别具有高使用率、业务匹配度或增长潜力的自助服务客户，并支持其转化为企业客户
- 与销售和客户经理合作，发现扩展、升级和续约机会
- 帮助客户通过使用洞察、采用里程碑和业务成果来量化 Perplexity 提供的价值
- 代表客户需求，与跨职能团队协作，改进产品体验、赋能材料、支持流程和规模化客户成功方案
- 跟踪并报告关键绩效指标，分析数据以识别趋势，并为规模化参与计划提出改进建议
要求
- 在快速发展的科技公司中，有 3 年以上客户成功、客户管理、销售或相关客户接触岗位的经验
- 有支持企业客户的经验，能够处理复杂需求并推动客户成功
查看英文原文
Perplexity is looking for a Scaled Enterprise Customer Success Manager to join our Enterprise team. In this role, you'll be responsible for driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and Mid-Market customers. The ideal candidate has a strong foundation in Customer Success or Account Management within a scaling technology company, with the ability to use data, repeatable programs, and sharp customer judgment to create impact across many accounts.
You will work closely with members of the Enterprise, Sales, Product, Support, and Marketing teams to help customers realize value from Perplexity at scale. This role requires strong communication, operational discipline, comfort with ambiguity, and a proactive "can-do" attitude. Your success will play a crucial role in expanding Perplexity's enterprise customer base, identifying conversion opportunities from self-serve customers, and helping build the next generation of scaled customer success motions.
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