Customer Success Lead (AI)

Location: Hybrid in San Francisco or New York City, United States

Salary: $265,000–$320,000 USD annually, plus equity.

Company

Perplexity develops AI products including Perplexity Computer and API products for enterprise customers.

What you will do

• Own gross and net revenue retention, renewal forecasting, risk management, and expansion targets shared with Sales.
• Define customer success strategy and coverage across Enterprise, SMB, Mid-Market, and technical API customers.
• Hire, coach, and develop CSMs while establishing performance, account review, and product expertise standards.
• Build playbooks for handoffs, onboarding, success plans, health scoring, executive reviews, escalations, and scaled education.
• Partner with Sales, RevOps, Finance, Product, Marketing, Support, Engineering, Applied AI, and Enablement on customer lifecycle execution, reporting, launches, migrations, and incidents.
• Engage executive sponsors and personally support strategic adoption efforts, high-stakes renewals, and escalations.

Requirements

• 10+ years of experience in customer success, account management, or post-sales roles at enterprise software companies.
• 5+ years leading customer success teams, including hiring, coaching, and developing high-performing CSMs.
• Demonstrated ownership of GRR and NRR targets and measurable impact on retention.
• Experience building or rebuilding a customer success function during rapid growth.
• Experience with both high-touch and scaled or digital coverage models.
• Experience moving customers from onboarding to sustained adoption and measurable business outcomes.
• Comfort with usage and consumption data; experience with usage-based or API products is preferred.
• Strong command of Salesforce, forecasting, and customer health tooling.
• Hands-on familiarity with AI products and the ability to understand workflows, diagnose adoption barriers, and build trust with business and technical stakeholders.
• Clear communication with executive buyers, administrators, and technical teams, including during sensitive product changes or escalations.
• Ability to operate without an established playbook, apply AI and automation appropriately, and use sound human judgment.

Culture & Benefits

• Hands-on leadership role combining customer engagement, product work, and team building.
• U.S. full-time employees receive equity, health, dental, vision, retirement, fitness, commuter, and dependent care benefits.
• Full-time employees outside the U.S. receive benefits tailored to their region of residence.
• U.S. salary ranges apply only to U.S.-based positions; international compensation is based on the local market.