Enterprise Customer Success Manager, Persona
$120-150k
+Equity
Travel up to 25%
Identity verification infrastructure solution
Job no longer available
Identity verification infrastructure solution
501-1000 employees
Job no longer available
$120-150k
+Equity
Travel up to 25%
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
- A minimum of 5+ years of work experience at a B2B company 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
- 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
What the job involves
- As a member of Persona’s Customer Success team, you will be a trusted advisor for a portfolio of growing 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
- Be responsible for the ultimate success of our relationship with our 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 customers
- Own the customer relationship with large 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 playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle
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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