Scaled Customer Success Manager (sf)

At Persona, we're building the first universal and comprehensive identity infrastructure to help businesses of all sizes better serve and protect their end users' identities. Our identity platform enables businesses to collect and manage their end users' personal information securely, verify that their end users are who they say they are, analyze and detect fraud and abuse, and pull sensitive reports about their end users in a privacy-centric way. In a world where consumer behaviors are changing and privacy and identity are taking on a new meaning, we want to help businesses find their superpowers and do it while putting their end users, the people, first.

About the Role 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.

This isn't your typical Scaled Customer Success role. 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.

What you'll achieve

• 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

What you'll bring to Persona

• 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