Enterprise Customer Success Strategist

3 weeks ago

San Francisco, California, United States Persona Full time

{"h2": "Customer Success Manager", "p": "At Persona, we're building a comprehensive identity infrastructure to help businesses serve and protect their customers' identities. Our platform enables businesses to securely collect and manage personal information, verify identities, analyze and detect fraud, and pull sensitive reports 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 put their customers first.", "h3": "About the Role", "ul": [{"li": "As a member of Persona's Customer Success team, you will be a trusted advisor for a portfolio of growing Enterprise customers, supporting them at each stage of their lifecycle with Persona and ensuring they derive value from our platform and services."}, {"li": "You'll be responsible for onboarding new customers, managing relationships with existing customers, and strengthening customers' engagements with Persona through renewals and expansion."}], "h3": "Key Responsibilities", "ul": [{"li": "Be responsible for the ultimate success of our relationship with our Enterprise customers throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal."}, {"li": "Master Persona's platform products and future product offerings; and ability to communicate offerings to large customers."}, {"li": "Own the customer relationship with Enterprise organizations, serving as a trusted advisor to executive and senior leadership across various functions."}, {"li": "Manage best-in-class customer health in your portfolio by identifying growth opportunities and mitigating account risks, with the support of your account team."}, {"li": "Engage with Persona's Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback and inform product roadmap."}, {"li": "Drive strong customer advocacy efforts via collaboration with Persona's Marketing team to identify and amplify our biggest customer success stories."}, {"li": "Create and influence Enterprise playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle."}], "h3": "Requirements", "ul": [{"li": "A minimum of 5+ years of work experience with a complex technical SaaS product in Customer Success, Account Management, or other relevant roles."}, {"li": "Proven track record of learning and understanding technical and complex products."}, {"li": "Experience managing complex customer engagements with Enterprise businesses."}, {"li": "Prioritization of customer experience and empathy, with a goal of portfolio retention and expansion."}, {"li": "Outstanding verbal and written communication, including explaining complex concepts to both technical and non-technical stakeholders."}, {"li": "Track record of structured, analytics-driven problem solving."}, {"li": "Excellent multitasking capabilities, including prioritizing effectively across a wide variety of tasks and evaluating situational urgency."}, {"li": "An ability to take on open-ended problems in unstructured environments."}, {"li": "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."}, {"li": "Willingness to travel 25% of the time for customer engagements."}], "p": "At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. We believe in creating an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential. We celebrate diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age."}

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