Customer Success & Enterprise Support Lead, APAC

Job description

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. Responsibilities 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. Qualifications Required - 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.