About the role
About Persona
Persona is the configurable identity platform built for businesses in a digital-first world. Verifying individuals and organizations is harder — but more important — than ever, with AI enabling fraudsters to launch sophisticated accounts at scale and regulations evolving rapidly.
We’ve built Persona to support practically every use case and industry — that’s why we’re able to serve a wide range of leading companies. For example, Reddit relies on Persona for age assurance and verification to comply with online safety regulations, protecting younger users while maintaining a seamless experience. Meanwhile, OpenAI relies on Persona to keep bad actors out, protecting one of the world’s most powerful AI platforms from large-scale abuse in a time when AI is reshaping the way we work and live.
We’re growing rapidly and looking for exceptional people to join us!
About the role
As Customer Operations Manager, you’ll report to the RevOps lead and partner with Post-Sales leadership to build and scale the strategy, processes, systems, and reporting that support our customer-facing teams.
You’ll lead improvements across the customer lifecycle—from onboarding and engagement through renewal and expansion—by translating business needs into scalable solutions. This includes shaping our Salesforce and GTM infrastructure, applying AI and automation, defining success metrics, and managing initiatives from design through rollout and adoption.
This role is ideal for someone who combines strategic business judgment with a builder mindset and enjoys turning ambiguous problems into practical, measurable solutions.
What you’ll do
* Design and implement scalable customer lifecycle processes across onboarding, engagement, renewals, expansion, and churn prevention.
* Translate business needs into process designs, technical requirements, testing criteria, and rollout plans in partnership with Salesforce administrators, engineers, data teams, and Post-Sales leaders.
* Guide Salesforce solution design, including objects and relationships, automation, permissions, integrations, reporting, and data-quality controls.
* Identify and implement AI and automation opportunities that reduce manual work and improve activities such as account research, meeting preparation, risk identification, and customer follow-up.
* Prototype and evaluate AI-enabled solutions, including their logic, exception handling, data access, reliability, and need for human review.
* Assess and implement tools that improve Post-Sales efficiency, balancing business value, integration requirements, security, and long-term maintainability.
* Define and validate metrics for adoption, sentiment, advocacy, renewals, expansion, and churn, turning analysis into actionable recommendations.
* Prioritize operational improvements based on customer impact, business value, and implementation effort, and help leadership evaluate tradeoffs and measure results.
* Manage solutions from requirements and testing through deployment, monitoring, troubleshooting, and ongoing ownership.
* Develop playbooks, documentation, and training that drive consistent execution and support onboarding and continual education.
* Lead cross-functional initiatives such as feature-request processes, renewal management, and coordinated customer outreach.
What you’ll bring
* At least five years of experience in GTM operations, customer operations, revenue operations, strategy, or business consulting within a SaaS environment.
* Experience owning systems, processes, and cross-functional initiatives from initial concept through implementation and adoption.
* Strong knowledge of Customer Success strategies, lifecycle processes, and metrics, including their impact on retention, expansion, and customer outcomes.
* A solid understanding of Salesforce architecture, including objects, relationships, Flow automation, validation rules, permissions, integrations, and reporting.
* The ability to guide technical design, investigate issues, and identify solutions that could create unnecessary complexity or data-quality risks.
* Familiarity with the broader GTM technology stack, APIs, data synchronization, systems of record, security, and maintainability.
* Practical experience using AI to solve business problems, evaluate outputs, refine solutions, and determine when to use AI, conventional automation, or specialist support.
* Strong analytical skills, including defining metrics, validating data and calculations, and translating findings into clear business recommendations.
* Excellent business judgment, attention to detail, and written and verbal communication skills.
* The ability to navigate ambiguity, prioritize competing initiatives, explain technical tradeoffs, and operate effectively in a fast-paced environment.
* Direct experience in Customer Success or Solutions Engineering is a plus.
Benefits and Perks
For full-time US-based employees (excluding internship and contractor opportunities), Persona offers a wide range of benefits, including medical, dental, and vision, 3% 401(k) contribution, unlimited PTO, quarterly mental health days, family planning benefits, professional development stipend, wellness benefits, among others.
For full-time UK employees, Persona offers a wide range of benefits, including private medical insurance, dental insurance, a 6% employer pension contribution, unlimited PTO, a monthly wellness stipend, professional development stipend, co-working stipend, and more.
As part of our interview process, all candidates will be asked to verify their identity with Persona. This step is used solely to confirm that candidates are who they say they are, and will have no impact on hiring decisions.