Perplexity
Customer Success Lead
San Francisco, Remote. Posted 16 days ago
The role
You will lead the team responsible for helping enterprises adopt Perplexity Computer and API products. You will own the customer success strategy, lead CSMs, and be accountable for gross and net revenue retention.
What you will do
- Own gross and net revenue retention including renewal forecasting, risk management, and expansion targets
- Set the customer success strategy and coverage model across Enterprise, SMB, Mid-Market, and technical API customers
- Hire, coach, and develop CSMs across customer segments
- Build playbooks for Sales-to-CS handoffs, onboarding, success plans, health scoring, and escalations
- Partner with Applied AI and Enablement to build onboarding, workshops, and scaled education
- Help customers connect adoption and consumption to business outcomes
- Partner with Sales to identify self-serve customers for Enterprise and plan expansion
- Work with RevOps and Finance on capacity planning, account assignment, and reporting in Salesforce
- Partner with cross-functional teams to deliver a cohesive customer journey
- Coordinate customer readiness for product launches, migrations, pricing changes, and incidents
Required qualifications
- 10+ years in customer success, account management, or post-sales roles at enterprise software companies
- 5+ years leading CS teams
- Track record of hiring, coaching, and developing high-performing CSMs
- Experience owning GRR and NRR targets
- Experience building or rebuilding a CS function during rapid growth
- Experience running both high-touch and scaled or digital coverage models
- Ability to show how a team helped customers move from onboarding to sustained adoption
- Comfortable with usage and consumption data
- Strong command of Salesforce, forecasting, and customer health tooling
- Hands-on with AI products and ability to build product fluency
- Communicate clearly with executive buyers, administrators, and technical teams
Nice to have
- Supported usage-based or API products
About the company
Perplexity is the company hiring for this role.