GTM Systems & Operations Manager

The role

You will partner with Post-Sales leadership to build and scale strategy, processes, systems, and reporting. You will lead improvements across the customer lifecycle by shaping Salesforce and GTM infrastructure and applying AI and automation.

What you will do

• Design and implement scalable customer lifecycle processes.
• Translate business needs into process designs, technical requirements, and rollout plans.
• Guide Salesforce solution design including automation, permissions, and integrations.
• Identify and implement AI and automation opportunities.
• Prototype and evaluate AI-enabled solutions.
• Assess and implement tools to improve Post-Sales efficiency.
• Define and validate metrics for adoption, sentiment, renewals, expansion, and churn.
• Prioritize operational improvements based on impact and business value.
• Manage solutions from requirements and testing through deployment and monitoring.
• Develop playbooks, documentation, and training.

Required qualifications

• 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.
• 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.
• 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, and refine solutions.
• Strong analytical skills, including defining metrics and validating data.
• Excellent business judgment, attention to detail, and written and verbal communication skills.
• The ability to navigate ambiguity, prioritize competing initiatives, and operate in a fast-paced environment.

Nice to have

• Direct experience in Customer Success or Solutions Engineering

Benefits

• Medical, dental, and vision
• 3% 401(k) contribution
• Unlimited PTO
• Quarterly mental health days
• Family planning benefits
• Professional development stipend
• Wellness benefits
• Private medical insurance (UK)
• Dental insurance (UK)
• 6% employer pension contribution (UK)
• Monthly wellness stipend (UK)
• Co-working stipend (UK)

Before you apply

• All candidates will be asked to verify their identity with Persona.

About the company

Persona is a configurable identity platform built for businesses in a digital-first world. The company supports various use cases and industries, including serving companies like Reddit and OpenAI.