Customer Operations Manager

The role

You will develop, maintain, and scale customer success strategy by optimizing processes and tools. You will work with Post-Sales leadership to create scale for customer-facing teams.

What you will do

• Define and implement lifecycle processes to support customer outcomes and business growth
• Assist in establishing touch points throughout the customer journey
• Develop methodology, processes, and systems for customer engagement
• Research, evaluate, recommend, and implement tools to increase Post-Sales efficiency
• Identify opportunities for process automation and optimization
• Curate content and playbooks to allow the team to deliver customer outcomes
• Design and build key reporting for Post-Sales leadership
• Collaborate with enablement teams to manage training schedules
• Work cross-functionally to support Customer Success and Solutions Engineering initiatives

Required qualifications

• Minimum of 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company
• Deep understanding of key Customer Success concepts, metrics, and processes / best practices
• Track record of success contributing to strategic improvements and managing their end-to-end deployment
• Ability to operate in fast-paced environments and prioritize initiatives under ambiguity
• Strong attention to detail
• Excellent written and verbal communication skills
• Ability to coordinate projects across multiple stakeholders
• Comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.)
• Ability to tell a story with data for business stakeholders

Nice to have

• Direct experience in a Customer Success or Solutions Engineering role

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. It supports various use cases and industries, including Reddit and OpenAI.