Customer Operations Manager

Customer Operations Manager

Persona is the configurable identity platform built for businesses in a digital-first world. Verifying individuals and organizations is harder — but more important — than ever, with AI enabling fraudsters to launch sophisticated accounts at scale and regulations evolving rapidly.

We've built Persona to support practically every use case and industry — that's why we're able to serve a wide range of leading companies. For example, Reddit relies on Persona for age assurance and verification to comply with online safety regulations, protecting younger users while maintaining a seamless experience. Meanwhile, OpenAI relies on Persona to keep bad actors out, protecting one of the world's most powerful AI platforms from large-scale abuse in a time when AI is reshaping the way we work and live.

We're growing rapidly and looking for exceptional people to join us!

About the Role

As the first Customer Operations Manager for our Post-Sales team, you'll partner closely with our Post-Sales Leadership to develop, maintain, and scale our customer success strategy. You'll be able to influence decision-making on core Post-Sales initiatives and help define the foundations of success for a highly efficient organization.

This role is focused on creating scale within our customer-facing teams by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer-facing teams can drive the highest impact for our customers.

If you love applying your expertise to develop holistic organizational strategy, drive scalability through process, and work cross-functionally to tackle new challenges, this is the perfect role for you. Come help us build a world-class Post-Sales Organization!

What You'll Do at Persona

• Define and implement lifecycle processes in conjunction with Post-Sales leadership to support customer outcomes and drive business growth
• Assist in establishing appropriate touch points throughout the customer journey (pre and post-onboarding)
• Develop methodology, processes, and systems that support our customer engagement methodology across all customer segments and teams
• Research, evaluate, recommend, and implement tools that increase efficiency of the Post-Sales team
• Operate as a thought partner to the business by identifying opportunities for future-proofed process automation and optimization, with a focus on scalability
• Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes; manage deployment of processes
• Design and build key reporting for Post-Sales leadership team including but not limited to: customer adoption, sentiment, advocacy, and business results (e.g. renewals, expansions, churn)
• Collaborate with enablement teams to manage training schedule during new hire onboarding and continual education
• Work cross-functionally to support critical Customer Success and Solutions Engineering initiatives that require buy-in and collaboration from teams across the company (e.g. feature request process, renewals management, marketing reach-outs)

What You'll Bring to Persona

• A minimum of 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company.
• Direct experience in a Customer Success or Solutions Engineering role is a plus.
• You have a deep understanding of key Customer Success concepts, metrics, and processes / best practices.
• You have a track record of success contributing to strategic improvements, advocating for them internally, and managing their end-to-end deployment.
• You operate well in fast-paced environments and are able to prioritize initiatives and excel under ambiguity.
• You have strong attention to detail and excellent written and verbal communication skills.
• You're collaborative; cross-functional work excites you, and you're able to coordinate projects across multiple stakeholders.
• You're comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.).
• You're able to tell a story with data that creates a compelling narrative for business stakeholders.

Benefits and Perks

For full-time US-based employees (excluding internship and contractor opportunities), Persona offers a wide range of benefits, including medical, dental, and vision, 3% 401(k) contribution, unlimited PTO, quarterly mental health days, family planning benefits, professional development stipend, wellness benefits, among others.

For full-time UK employees, Persona offers a wide range of benefits, including private medical insurance, dental insurance, a 6% employer pension contribution, unlimited PTO, a monthly wellness stipend, professional development stipend, co-working stipend, and more.

As part of our interview process, all candidates will be asked to verify their identity with Persona. This step is used solely to confirm that candidates are who they say they are, and will have no impact on hiring decisions.