Scaled Customer Success Manager, Persona
$125-175k
+ Equity
Identity verification infrastructure solution
Open for applications
Identity verification infrastructure solution
501-1000 employees
Open for applications
$125-175k
+ Equity
501-1000 employees
Company mission
To humanize online identity by helping companies verify that their users are who they say they are.
Role
Who you are
- This is an ideal role for someone who has experience across customer success and sales motions, thrives when speaking with clients, is energized by scaling through systems and playbooks, and wants to define a function from the ground up
- 5+ years in a customer-facing role (e.g. Customer Success, Account Executive, Sales/Success hybrid, or GTM program ownership) at a technology company
- Experience managing large customer portfolios (ideally SMB or long-tail accounts), including both new business and renewals/expansions
- Strong operator’s mindset: organized, proactive, and process-oriented, with a bias for action
- Proven ability to simplify complex products and drive commercial outcomes on short deal cycles
- A deep sense of ownership and entrepreneurial spirit — you’ll be defining the function, not just executing within one
- Excellent communication skills and comfort interacting with technical and non-technical stakeholders alike
- Bonus: Experience launching sales-assist or scaled success programs in a PLG environment
- Bonus: You may have experience mentoring or leading others, or are interested in building a team over time
What the job involves
- As Persona expands our product-led growth (PLG) and self-serve motion, we’re investing in a new Go-to-Market function to scale and support thousands of growing customers — from scrappy startups to high-potential SMBs with five-figure contracts
- We’re looking for a Scaled Customer Success Manager to launch and own this effort. This founding role blends customer success, commercial ownership, and scaled systems building — with an emphasis on driving retention, closing short-cycle deals, and unblocking customers by simplifying complex products. This role is critical to scaling revenue and delivering value across our fast-growing PLG segment
- You’ll work closely with Customer Support Engineering, Community, and Product Growth to engage and grow our customer base across all tiers of our self-serve and growth portfolio. This is a cross-functional, high-leverage role for someone who’s equally comfortable building programs, closing renewals and expansions, and guiding customers toward success
- Own a rotating set of up to 50 high-priority “focus” accounts within our broader growth and self-serve portfolio — typically our highest-revenue SMB customers — and ensure consistent engagement, escalations, commercial support, and proactive monitoring
- Support scaled engagement and unblock adoption across technical products by contributing to community programs, automated success workflows, and digital education efforts — without requiring dedicated 1:1 coverage for every account
- Partner with Community to create scalable success moments — onboarding webinars, feature highlights, product newsletters, success guides, and Persona Academy
- Actively participate in community events, invite customers to attend, and source champions from the Growth portfolio
- Drive renewals and commercial amendments for scaled customers, including upsells and expansions
- Support pricing changes, plan upgrades, and product add-ons across the entire Growth customer base
- Navigate contracts and deal structuring for self-serve and SMB customers, ensuring quick and smooth commercial conversions
- Flag and nurture high-potential customers that may merit a transition to a Managed relationship
- Partner with Customer Support Engineering to scope and project manage re-implementations, fraud configuration audit projects, and other scoped services
- Build the GTM playbook for how we engage, retain, and grow our self-serve and scaled customers — while plugging into the broader account-based and sales-based motions across the company
- Own core lifecycle systems and processes including success cadences, segmentation logic, engagement thresholds, automated comms, internal SOPs, and team enablement materials
- Track metrics across the scaled portfolio and bring insights and feature requests back to Growth, Support, and Product teams
- Find new ways to capture customer feedback and follow up with customers via CSAT, NPS, and other mechanisms
- Contribute to the infrastructure for a sales-assist motion that supports short sales cycles and PLG conversions (bonus if you’ve done this before)
Our take
Persona enables businesses to verify customer identities, fostering trust in online interactions and aiding in age verification, fraud prevention and account recovery. It offers a comprehensive suite of automated identity verification components with worldwide coverage that can be configured, branded and themed to create custom-tailored flows for any use case.
Businesses and governmental organizations can access Persona’s platform via an API, which supports various documents from government-issued IDs to biometrics, ensuring customers are who they claim to be. Persona’s platform also collects passive signals such as a user’s device, location and behavioural patterns to provide a more holistic risk profile, beneficial in financial and insurance contexts.
An impressive partnership with MDT saw Persona enable credit unions to adjust their identity verification flows in real-time, strengthening fraud prevention. The company continues to attract funding which supports the scaling of its offerings and reach. In fact, in 2025, it reached a $2 billion valuation, which showcases the success it has had.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2025
$200m
SERIES D
Sep 2021
$150m
SERIES C
Total funding: $417.6m
Company benefits
- Professional Development
- Catered meals
- Wellness benefit
- 401(k)
- Unlimited time off
- Parental benefits
- Mental health
- Health and wellness
- Bevsday (free drink on Wednesday)
- Family planning
Company HQ
SoMa, San Francisco, CA
Leadership
Rick Song
(CEO & Co-founder)Bachelor's in Computer Science, Maths, Economics at Rice University. KPCB Engineering Fellow, then Engineer at Square.
Charles Yeh
(CTO & Co-founder)Studied Computer Science at Brown. Software Engineer at Zynga, and Technical Lead at Dropbox.
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