Enterprise Customer Success Manager

📋 Description

• • As an Enterprise Customer Success Manager at Perplexity, you will be at the forefront of our mission to redefine how businesses leverage advanced AI for enhanced customer support and operational efficiency. This is a pivotal role where you will own the post-sales relationship with our most strategic enterprise clients, ensuring they derive maximum value from our cutting-edge AI solutions. Your primary objective will be to drive adoption, foster deep engagement, and ultimately secure long-term retention and expansion within these key accounts.
• • You will be instrumental in executing the enterprise customer success strategy, translating leadership's vision into tangible client outcomes. This involves developing and implementing tailored onboarding and adoption plans that align with each client's unique business objectives and challenges. Your ability to understand complex organizational structures and influence stakeholders at all levels will be critical to success.
• • Serving as the primary point of contact for a portfolio of key enterprise clients, you will build and nurture strong, trusted advisor relationships. This requires proactive engagement, regular check-ins, and a deep understanding of their evolving needs and how Perplexity's AI capabilities can address them.
• • A significant part of your role will involve driving initial enablement through high-quality onboarding and training sessions. You'll equip client teams with the knowledge and skills necessary to effectively utilize our platform, ensuring a smooth transition and rapid time-to-value. This includes developing and delivering customized training materials and workshops.
• • You will proactively identify and support opportunities for growth and client expansion within your accounts. By continuously demonstrating the value Perplexity delivers and uncovering new use cases, you will drive upsell and cross-sell opportunities, contributing directly to revenue growth.
• • Managing retention is a core responsibility. You will work closely with clients to quantify the value delivered by Perplexity, showcasing ROI and reinforcing the strategic importance of our partnership. This involves developing and tracking key metrics that demonstrate impact and proactively addressing any potential churn risks.
• • You will act as a crucial advocate for client needs, channeling their feedback and requirements back to our internal teams. This requires close collaboration with Product, Engineering, Sales, and Marketing to ensure client insights inform our product roadmap and strategic initiatives, driving continuous improvement and innovation.
• • You will be responsible for monitoring and reporting on established key performance indicators (KPIs) related to customer health, adoption, and satisfaction. Analyzing this data will be essential for identifying trends, anticipating challenges, and developing data-driven strategies to enhance customer success.
• • This role demands a self-starter mentality, comfortable navigating ambiguity and managing multiple complex initiatives simultaneously. You will thrive in a fast-paced, demanding environment, demonstrating resilience and a proactive approach to problem-solving.
• • Your success will directly contribute to expanding Perplexity's market presence and solidifying our reputation as a leader in applied AI. By ensuring our enterprise clients achieve exceptional results, you will play a crucial part in the company's overall growth and success. This is an opportunity to make a significant impact at scale, working with cutting-edge technology and shaping the future of AI-powered customer engagement.
• • You will collaborate closely with other members of the Enterprise team, including Sales and Solutions Engineers, to ensure a seamless customer journey from pre-sales to post-sales success. Strong communication and teamwork are vital for aligning strategies and delivering a unified client experience.
• • A core sense of conviction in Perplexity's value proposition and a "can-do" attitude are prerequisites for this role. You should be passionate about technology and its potential to transform businesses, and eager to evangelize our solutions to a diverse range of enterprise clients.
• • You will leverage your expertise to guide clients through complex AI implementations, helping them overcome technical hurdles and maximize the benefits of our platform. This may involve understanding their existing tech stack and identifying integration points.
• • Ultimately, you will be a trusted partner to our enterprise clients, empowering them to achieve their strategic goals through the intelligent application of Perplexity's AI capabilities, fostering a long-term, mutually beneficial relationship.