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Persona is a configurable identity verification platform serving leading companies like Reddit and OpenAI. The platform helps businesses verify individuals and organizations in a digital-first world, addressing sophisticated fraud and evolving regulatory requirements.
As the first Customer Operations Manager for the Post-Sales team, you will partner with Post-Sales Leadership to develop, maintain, and scale the customer success strategy. You'll influence decision-making on core Post-Sales initiatives and help establish the foundations for a highly efficient organization.
Key responsibilities include:
- Define and implement lifecycle processes with Post-Sales leadership to support customer outcomes and drive business growth
- Establish appropriate touchpoints throughout the customer journey (pre and post-onboarding)
- Develop methodology, processes, and systems supporting customer engagement across all segments and teams
- Research, evaluate, recommend, and implement tools that increase Post-Sales team efficiency
- Identify opportunities for process automation and optimization with a focus on scalability
- Curate content and playbooks to enable consistent delivery of customer outcomes; manage process deployment
- Design and build key reporting for Post-Sales leadership (customer adoption, sentiment, advocacy, renewals, expansions, churn)
- Collaborate with enablement teams on training schedules for new hires and ongoing education
- Work cross-functionally on critical Customer Success and Solutions Engineering initiatives requiring company-wide buy-in
You will operate as a thought partner to the business, driving scalability through process optimization and cross-functional collaboration. This role is ideal for someone who loves developing holistic organizational strategy and tackling new challenges in a fast-paced environment.
Requirements:
- Minimum 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
- Deep understanding of key Customer Success concepts, metrics, and processes/best practices
- Track record of success contributing to strategic improvements, advocating for them internally, and managing end-to-end deployment
- Ability to operate in fast-paced environments, prioritize initiatives, and excel under ambiguity
- Strong attention to detail and excellent written and verbal communication skills
- Collaborative mindset; cross-functional work excites you and you can coordinate projects across multiple stakeholders
- Comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.)
- Ability to tell compelling data-driven narratives for business stakeholders
