Scaled Customer Success Manager, Persona
$95-125k
+ Equity
Identity verification infrastructure solution
Open for applications
Identity verification infrastructure solution
201-500 employees
Open for applications
$95-125k
+ Equity
201-500 employees
Company mission
To create the ideal identity verification experience for your business and customers.
Role
Who you are
- A minimum of 3+ years of work experience at a B2B company with a complex technical SaaS product in Scaled Customer Success, Account Management, or other relevant customer-facing roles with ownership of an account portfolio
- Proven track record of learning and understanding technical and complex products
- Excellent multitasking capabilities, including prioritizing effectively across a wide variety of tasks and evaluating situational urgency
- Outstanding verbal and written communication, including explaining complex concepts to both technical and non-technical stakeholders
- Track record of structured, analytics-driven problem solving
- Experience managing complex customer engagements at scale
- An ability to take on open-ended problems in unstructured environments
- Prioritization of customer experience and empathy, with a goal of portfolio retention and expansion
- 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 up to 10% of the time for customer engagements
What the job involves
- As a member of Persona’s Scaled Customer Success team, you will be a trusted advisor for a large portfolio of growing small and medium-sized customers
- Your focus will be on ensuring alignment with the customer's goals after implementation and ensuring they derive value from our platform and services, with an eye toward self-service capabilities
- You’ll be responsible for prioritizing and managing a scaled book of business by driving relationship value through regular metrics reviews and renewals, and building out new processes for this quickly evolving team
- At Persona, you will be a key contributor on a fast-growing go-to-market team working cross-functionally across growth, engineering, product, customer support engineering, and monetization
- Our Scaled Customer Success Managers have directly influenced business outcomes, driven revenue growth through deepened platform adoption, and built strong relationships to support customers as their businesses grow
- Be responsible for the ultimate success of our relationship with our scaled customers (small and medium accounts) throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal
- Create playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle
- Master Persona’s platform products and future product offerings and enable scaled customers to best utilize those products
- Manage a large book of customer relationships in a scalable, repeatable, low touch manner while serving as the customers’ main point of contact & trusted advisor
- Manage customer health in your portfolio by identifying growth opportunities and mitigating account risks, all in a scalable manner
- Engage with Persona’s Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback and enable customers on new beta features
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.
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