Technical Customer Success Manager, Api
perplexity
Híbrido
San Francisco
Customer Success
Systems Analyst
Account Manager
Job Score
100 pts
Hybrid model (+80)
Customer Success (+10)
Systems Analyst (+10)
Account Manager (+10)
Perplexity's API Platform brings our work in AI, search, and agent orchestration to developers. Our customers range from AI-native startups to some of the world's largest technology companies. Working with them, alongside our own developments in building Perplexity’s core application gives our team direct exposure to how search, models, and tools are used to build and scale AI-native products and applications.
About this role
We are looking for a technically fluent Customer Success Manager to help our API customers succeed and shape how we support them as the business grows. You will own a portfolio of customers, understand what they are building, and help them move from evaluation to production and broader adoption.
Alongside your accounts, you will lead projects such as product and endpoint migrations, customer enablement, and communications for product updates and incidents. You will work directly with customers developing AI products and with the engineers building the APIs they depend on. As an early member of the team, you will help shape our customer success programs and bring what you learn from customers into product decisions.
Responsibilities
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.
What we're looking for
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.
Nice to have
Experience with APIs, developer tools, cloud infrastructure, or usage-based products.
Familiarity with AI applications, search, retrieval, or agents, including how customers evaluate quality, latency, and cost.
Working knowledge of Python or SQL for reproducing issues, analyzing usage, or automating recurring work.
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Customer Success is the area responsible for ensuring clients achieve their goals when using the product or service. It is a strategic function for retention, expansion, and customer satisfaction.
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CS is becoming increasingly strategic in SaaS companies, with professionals directly contributing to recurring revenue growth (MRR/ARR).
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The Systems Analyst is the professional responsible for analyzing, designing, and implementing technology solutions that meet business needs. They act as a bridge between business areas and the development team, ensuring that systems deliver real value to the organization.
Key skills include requirements gathering and analysis, process modeling (BPMN), data modeling, technical and functional documentation, system integration (APIs, microservices), and knowledge of ERPs and CRMs. Tools like Jira, Confluence, Visio, and project management platforms are essential.
Systems Analysts in technology companies are highly valued, especially those who master agile requirements analysis (user stories, backlog), system integration, and solution architecture. The field offers opportunities from junior analyst to solution architect, with a focus on efficiency, quality, and technological innovation.
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The Account Manager is the professional responsible for managing and expanding the relationship with clients after the sale. They act as a strategic partner, ensuring satisfaction, retention, and account growth, connecting client needs with company solutions.
Key skills include relationship management, negotiation, upsell and cross-sell, contract renewal, account planning, business reviews, metrics analysis (NPS, churn, LTV), and CRM knowledge (Salesforce, HubSpot). Communication, empathy, and business vision are fundamental differentiators.
Account Managers in technology and SaaS companies are highly valued, especially those who can increase recurring revenue (MRR/ARR) through account expansion and churn prevention. The field offers opportunities from account executive to director of accounts, with a focus on strategic relationship, revenue growth, and customer success.
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