Enterprise Customer Success Manager (SF/NYC)

March 12

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Persona

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Configurable identity infrastructure for KYC, AML, KYB, fraud detection, onboarding, and more.

Identity • Security • Compliance • PII • KYC

51 - 200

Description

• Be a trusted advisor for a portfolio of growing Enterprise and Core customers • Support customers at each stage of their lifecycle with Persona • Onboard new customers • Manage relationships with existing customers • Strengthen customers' engagements with Persona through renewals and expansion • Influence business outcomes • Impact Persona's product roadmap by synthesizing customer feedback • Drive revenue growth through deepened platform adoption • Master Persona’s platform products and future offerings • Communicate offerings to customers • Own customer relationships with large organizations • Serve as a trusted advisor to executive and senior leadership • Manage customer health by identifying growth opportunities and mitigating risks • Engage with various teams to incorporate customer feedback into product roadmap • Drive customer advocacy efforts • Create and influence playbooks and scalable resources for optimized customer experience

Requirements

• 5+ years of work experience at a B2B company with a complex technical SaaS product in Customer Success, Account Management, or relevant roles • Proven track record of learning and understanding technical products • Experience managing complex customer engagements • Prioritization of customer experience and empathy • Outstanding verbal and written communication • Structured, analytics-driven problem solving • Excellent multitasking capabilities • Ability to take on open-ended problems in unstructured environments • Growth mindset • Willingness to travel up to 25% of the time for customer engagements

Benefits

• Medical, dental, and vision • 3% 401(k) contribution • Unlimited PTO • Monthly mental health days • Family planning benefits • Professional development stipends • Wellness benefits • Unlimited paid time off