Technical Customer Success Manager, Perplexity

• 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

Desirable

• 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