Persona

3 weeks ago

Customer Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Build and scale the Post-Sales customer success strategy as the first Customer Operations Manager. Partner with Post-Sales leadership to define lifecycle processes, customer journey touchpoints, and customer engagement systems. Evaluate tools to improve team efficiency, design reporting across adoption, sentiment, advocacy, renewals, expansions, and churn, and collaborate with enablement teams and cross-functional stakeholders to drive scalable execution.

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Define and implement lifecycle processes with Post-Sales leadership to support customer outcomes and drive growth.
•Establish customer journey touchpoints across pre- and post-onboarding.
•Develop methodologies, processes, and systems for customer engagement across segments and teams.
•Research, evaluate, recommend, and implement tools to increase Post-Sales team efficiency.
•Design reporting for Post-Sales leadership and curate playbooks/content to standardize customer outcome delivery.

Pay and Benefits

Salary: USD 120,000 - 160,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kPaid LeaveLearning BudgetWellness StipendFamily Planning

Key Requirements

•5+ years of experience in go-to-market operations, strategy, or business consulting in a SaaS company.
•Deep understanding of Customer Success concepts, metrics, and processes/best practices.
•Track record of success contributing to strategic improvements and managing end-to-end deployment.
•Strong communication skills with attention to detail; able to prioritize and excel under ambiguity.
•Comfort analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (e.g., Looker, Tableau).

Experience:5+ yearsSaaS

Skills:Strategic thinkingProcess optimizationCross-functional collaborationCommunicationPrioritization

Tech Stack:ExcelSalesforceSQLLookerTableau

Company Brief

Persona

Provides a configurable, privacy-first identity infrastructure platform for businesses to collect, verify, manage, and make decisions about individuals’ and business identities for KYC/AML, fraud prevention, and onboarding.

Industry: RegTech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2018

Glassdoor: 4.3

Website LinkedIn Glassdoor

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Persona

3 weeks ago

Customer Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Define and implement lifecycle processes with Post-Sales leadership to support customer outcomes and drive growth.
•Establish customer journey touchpoints across pre- and post-onboarding.
•Develop methodologies, processes, and systems for customer engagement across segments and teams.
•Research, evaluate, recommend, and implement tools to increase Post-Sales team efficiency.
•Design reporting for Post-Sales leadership and curate playbooks/content to standardize customer outcome delivery.

Pay and Benefits

Salary: USD 120,000 - 160,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kPaid LeaveLearning BudgetWellness StipendFamily Planning

Key Requirements

•5+ years of experience in go-to-market operations, strategy, or business consulting in a SaaS company.
•Deep understanding of Customer Success concepts, metrics, and processes/best practices.
•Track record of success contributing to strategic improvements and managing end-to-end deployment.
•Strong communication skills with attention to detail; able to prioritize and excel under ambiguity.
•Comfort analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (e.g., Looker, Tableau).

Experience:5+ yearsSaaS

Skills:Strategic thinkingProcess optimizationCross-functional collaborationCommunicationPrioritization

Tech Stack:ExcelSalesforceSQLLookerTableau

Company Brief

Persona

Industry: RegTech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2018

Glassdoor: 4.3

Website LinkedIn Glassdoor