Customer Success & Enterprise Support Lead, APAC

## 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. ## Requirements - 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. ## Nice to Have - None specified. ## Benefits - Hybrid work arrangement. - Opportunity to lead enterprise accounts in the APAC region. - Influence product and support strategies through cross-functional collaboration. - Work with cutting-edge AI technologies and tools. - Engage with stakeholders across all levels of enterprise organizations.