Head Of Solutions Engineering

Details

Perplexity is looking for a Head of Solutions Engineering to build our solutions engineering and customer success operations teams. Your mission is to build the tools, systems, and processes needed to improve user satisfaction, listen to user feedback, and represent the voice of the customer. In this role, you will manage people, design automations, build tools, and keep operations running smoothly at scale.

Responsibilities

• Build systems: lead engineers and operations to design and build automated systems and internal tools that make customer success responsive and high-quality. Decide when to leverage external software and how to connect with internal systems.
• Streamline processes: reduce manual steps, create better workflows, and build more powerful tools that allow individuals to own larger scope and focus on higher strategic work.
• Accumulate knowledge: develop onboarding, training, support processes, help center content, and knowledge bases to level up the team’s knowledge and raise the bar for quality.
• Gather data: track key metrics like response times, resolution rates, and customer satisfaction. Use both quantitative and qualitative data to iteratively guide improvements.
• Scale: ensure internal systems and teams can scale as the user base grows.
• Pre-sales: develop compelling technical demos that accurately communicate a breadth and depth of product features and convey qualitative and quantitative value for a rapidly changing product.
• Post-sales: lead integration and technical debugging, provide end-user training, and gather customer feedback iteratively.

Qualifications

• Experience leading solutions engineering and operations teams.
• Strong track record of designing and implementing automated systems that improve efficiency.
• Experience working with engineers to scope, build, and deploy solutions.
• Skilled at adapting operational challenges into scalable solutions.
• 5+ years in customer success or general management roles, with leadership experience.
• Hands-on approach: able to analyze details and resolve issues as needed.

Compensation

• Cash compensation range: $220,000 – $300,000 (base salary). Final offer amounts are determined by multiple factors, including experience and expertise, and may vary from the amounts listed above.
• Equity: In addition to the base salary, equity may be part of the total compensation package.

Benefits

• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan.

Additional Details

• Team: Product
• Employment type: Full-time
• Workplace: Hybrid (San Francisco)