Customer Success & Enterprise Support Lead, APAC

Навыки

• Самостоятельность
• B2B-продажи
• CJM / JTBD
• CRM-системы
• Customer Success
• HR-процессы
• Jira

О компании и продукте

• Perplexity is an AI-powered answer engine used to solve billions of queries every month. We build accurate, trustworthy AI that powers decision-making for curious people and organizations worldwide. As we scale across Asia-Pacific, we are investing in a regional team that can deliver the same world-class experience our Enterprise Pro customers expect, in their language, in their time zone, and to their service standards.
• The Perplexity APAC team is the frontline for delivering Perplexity AI's industry-leading search capabilities to enterprise clients and individual users across Asia-Pacific markets. The team partners closely with Product, Engineering, Localization, and Technical Success to resolve complex technical issues while adapting our global support and success frameworks to regional expectations.
• This is a hybrid Customer Success and Enterprise Support role. You will own a book of Japan-headquartered Enterprise accounts end to end — onboarding, adoption, retention, and growth — while also serving as the senior technical escalation point for APAC support.

Задачи

• Customer Success & Growth
• Execute the Enterprise customer success strategy in APAC, serving as the primary point of contact for key APAC-based enterprise clients
• Drive initial enablement through high-quality onboarding and training, then define and run a targeted, goal-based engagement plan aligned with each customer's objectives
• Identify and support opportunities for expansion
• partner with sales to translate customer insights into actionable growth strategies
• Manage retention by quantifying value delivered, monitoring health, and acting early on risk
• Generate customer insights by understanding the competitive landscape and the end-to-end customer journey — goals, behaviors, and pain points — across distinct APAC markets
• Build durable executive relationships and engage with stakeholders from individual contributors to C-level
• Engage cross-functionally with Product, Engineering, Localization, Sales, and Marketing to drive projects and influence decisions that enable delivery of your customer strategy
• Enterprise Support Execution
• Work directly with enterprise customers via tickets, Slack, and calls to diagnose and resolve the most complex technical and product questions — the "last line of defense" before Product and Engineering step in
• Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations in Japanese and English
• Anticipate customer issues, orchestrate timely resolutions, and act as the regional escalation point for complex problems
• Leverage Perplexity's own AI tooling and workflow automations to scale world-class support, continuously replacing repetitive tasks with agentic, self-service solutions that still feel personalized
• Localize 15+ knowledge base articles at launch, maintaining terminology consistency with product UI localization

Требования

• Fluency in English and Japanese is a must
• technical writing proficiency in Japanese. Business or fluent-level Korean or Mandarin Chinese is preferred
• 3+ years in B2B/SaaS customer support, ideally as a senior or escalation engineer providing timely, accurate support to end users
• 3+ years in customer-facing roles (Customer Success, Account Management, or equivalent) with a proven ability to engage stakeholders at both project and senior management levels
• Proven track record of driving enterprise-level satisfaction, growth, and retention
• creative problem-solving in a fast-paced environment
• Strong customer orientation with the ability to interact effectively with both software engineers and business decision-makers
• Hands-on experience prompting large language models and a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs)
• Ability to translate complex technical concepts — APIs, SSO/SAML, cloud integrations — into clear, actionable guidance for non-technical stakeholders
• Proficiency with modern support platforms (Intercom, Zendesk, Jira) and CRM / customer success tools
• Excellent written and spoken communication
• comfortable presenting to C-level executives
• A self-starter comfortable with ambiguity, juggling multiple initiatives, and operating independently as the in-region anchor for a US-headquartered team

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