Enterprise Customer Success Manager

Sf or NYC

Confirmed live in the last 24 hours

Locations

San Francisco, CA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Data Analysis

Marketing

Product Design

Sales

Communications

Requirements

A minimum of 5+ years of work experience with a complex technical SaaS product in Customer Success, Account Management, or other relevant roles
Proven track record of learning and understanding technical and complex products
Experience managing complex customer engagements with Enterprise businesses
Prioritization of customer experience and empathy, with a goal of portfolio retention and expansion
Outstanding verbal and written communication, including explaining complex concepts to both technical and non-technical stakeholders
Track record of structured, analytics-driven problem solving
Excellent multitasking capabilities, including prioritizing effectively across a wide variety of tasks and evaluating situational urgency
An ability to take on open-ended problems in unstructured environments
A growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking, are ready to give and receive both constructive and positive feedback to be a great teammate!
Willingness to travel 25% of the time for customer engagements

Responsibilities

Be responsible for the ultimate success of our relationship with our Enterprise customers throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal
Master Persona's platform products and future product offerings; and ability to communicate offerings to large customers
Own the customer relationship with Enterprise organizations, serving as a trusted advisor to executive and senior leadership across various functions
Manage best-in-class customer health in your portfolio by identifying growth opportunities and mitigating account risks, with the support of your account team
Engage with Persona's Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback and inform product roadmap
Drive strong customer advocacy efforts via collaboration with Persona's Marketing team to identify and amplify our biggest customer success stories
Create and influence Enterprise playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle

At Persona, we’re building the first universal and comprehensive identity infrastructure to help businesses of all sizes better serve and protect their customers’ identities. Our identity platform enables businesses to securely collect and manage their customers’ personal information, to verify that their customers are who they say they are, to analyze and detect fraud and abuse, and to pull sensitive reports about their customers in a privacy-centric way. In a world where consumer behaviors are changing and privacy and identity are taking on a new meaning, we want to help businesses find their superpowers and do it while putting their customers, the people, first.

About the role

As a member of Persona’s Customer Success team, you will be a trusted advisor for a portfolio of growing Enterprise customers, supporting them at each stage of their lifecycle with Persona and ensuring they derive value from our platform and services. You’ll be responsible for onboarding new customers, managing relationships with existing customers, and strengthening customers’ engagements with Persona through renewals and expansion.

This isn’t your typical Customer Success role. At Persona, you will be a key contributor on a fast-growing go-to-market team working cross-functionally across sales, engineering, product, and marketing. Our Customer Success Managers have directly influenced business outcomes, impacted Persona’s product roadmap by synthesizing customer feedback, and driven revenue growth through deepened platform adoption.

What you’ll do

Be responsible for the ultimate success of our relationship with our Enterprise customers throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal
Master Persona’s platform products and future product offerings; and ability to communicate offerings to large customers
Own the customer relationship with Enterprise organizations, serving as a trusted advisor to executive and senior leadership across various functions
Manage best-in-class customer health in your portfolio by identifying growth opportunities and mitigating account risks, with the support of your account team
Engage with Persona’s Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback and inform product roadmap
Drive strong customer advocacy efforts via collaboration with Persona’s Marketing team to identify and amplify our biggest customer success stories
Create and influence Enterprise playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle

What you’ll bring to Persona

A minimum of 5+ years of work experience with a complex technical SaaS product in Customer Success, Account Management, or other relevant roles
Proven track record of learning and understanding technical and complex products
Experience managing complex customer engagements with Enterprise businesses
Prioritization of customer experience and empathy, with a goal of portfolio retention and expansion
Outstanding verbal and written communication, including explaining complex concepts to both technical and non-technical stakeholders
Track record of structured, analytics-driven problem solving
Excellent multitasking capabilities, including prioritizing effectively across a wide variety of tasks and evaluating situational urgency
An ability to take on open-ended problems in unstructured environments
A growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking, are ready to give and receive both constructive and positive feedback to be a great teammate!
Willingness to travel 25% of the time for customer engagements

At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. Our DEIB Employee Resource Group seeks to build a diverse and inclusive team that fosters an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first.

We strive to promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

If you’d like to better understand what it’s like working at Persona, feel free to check out our reviews on Glassdoor.

51-200 employees

Website

Identity verification services

Company Overview

Persona wants to build a more human internet. At Persona, they're humanizing online identity by helping companies verify that their users are who they say they are.

Company Core Values

People first - When making decisions, we consider people first. The impact for our customers, their customers, and our people is paramount. We will not make decisions that are good for the business but not good for people.
Pursue relentlessly high standards - We hold ourselves to a high bar today — and an even higher one tomorrow. While we celebrate our wins, we constantly strive to raise the bar, which benefits our customers, company, and ourselves.
Lead by serving - We believe that leadership requires listening, trust, respect, empowerment, humility, and a commitment to helping others. We lead by supporting and teaching each other, and backing up our words with actions.
Work in public - We encourage collaboration and transparency, sharing early and often to push our work forward. We create a space where it’s ok to ask questions, share unfinished thoughts, and show unpolished demos instead of waiting for a perfect spec.
Start small, think big - We are constantly building toward our vision, understanding that it takes time and we may make mistakes along the way. Starting small allows us to provide value while learning lessons, never forgetting the direction and goals we aim to accomplish.
Speed is not a tradeoff - Speed is important, but so is quality. We strive to find ways to optimize and increase both. Going fast does not imply that our quality will suffer; it means that we focus on being more efficient while continuing to operate at a high level.