Enterprise Customer Success Manager, Persona
$120-150k
Travel up to 25%
Identity verification infrastructure solution
Open for applications
Identity verification infrastructure solution
201-500 employees
Open for applications
$120-150k
Travel up to 25%
201-500 employees
Company mission
To create the ideal identity verification experience for your business and customers.
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 behavioral patterns to provide a more holistic risk profile, beneficial in financial and insurance contexts
Recently, Persona partnered with Member Driven Technologies (MDT) to enhance identity verification for credit unions. This partnership enables credit unions to adjust their identity verification flows in real-time based on risk signals, improving user conversion and fraud deterrence. The collaboration aims to streamline operations and strengthen fraud prevention, both digitally and in branches. Since founding, Persona has been scaling its offerings and now boasts a worldwide presence, serving clients in nearly every country and supporting 20 languages.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
40% employee growth in 12 months
Company
Employee endorsements
Nice people
"Everyone who I have met and worked with so far have been intelligent and welcoming, and I feel like I can dive in and ask for help from anyone at..."
Funding (last 2 of 4 rounds)
Sep 2021
$150m
SERIES C
May 2021
$50m
SERIES B
Total funding: $217.6m
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 values
- People first. We will not make decisions that are good for the business but are not good for people — whether those people are our customers, their customers, or our team.
- Pursue relentlessly high standards. We hold ourselves to a high bar today and a higher one tomorrow. While we celebrate our wins, we constantly strive to raise the bar.
- Lead by serving. We share early and often to push our work forward, creating a space where it’s ok to ask questions and show unpolished demos instead of waiting for a perfect spec.
- Work in public. We encourage collaboration and transparency, sharing early and often to push our work forward. We create a space that makes others comfortable to ask questions, share unfinished thoughts, and show unpolished demos instead of waiting for a perfect spec.
- Start small, think big. Starting small allows us to provide value while learning lessons without losing sight of our vision.
- 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. Instead, it means we focus on being more efficient while continuing to operate at a high level.
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Rick Song
(CEO)Bachelor's in Computer Science, Maths, Economics at Rice University. KPCB Engineering Fellow, then Engineer at Square.
Charles Yeh
(CTO)Studied Computer Science at Brown. Software Engineer at Zynga, and Technical Lead at Dropbox.
Salary benchmarks
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