Persona · 2 months ago
Scaled Customer Success Manager
San Francisco, CA
Full-time
Onsite
Senior Level
5+ years expPersona is a configurable identity platform built for businesses in a digital-first world. The Scaled Customer Success Manager will launch and own efforts to scale and support a growing customer base, focusing on retention, commercial ownership, and simplifying complex products.
Cyber SecurityFraud DetectionIdentity ManagementInformation TechnologySaaS
Responsibilities
Own a rotating set of up to 50 high-priority “focus” accounts within our broader growth and self-serve portfolio — typically our highest-revenue SMB customers — and ensure consistent engagement, escalations, commercial support, and proactive monitoring
Support scaled engagement and unblock adoption across technical products by contributing to community programs, automated success workflows, and digital education efforts — without requiring dedicated 1:1 coverage for every account
Partner with Community to create scalable success moments — onboarding webinars, feature highlights, product newsletters, success guides, and Persona Academy
Actively participate in community events, invite customers to attend, and source champions from the Growth portfolio
Drive renewals and commercial amendments for scaled customers, including upsells and expansions
Support pricing changes, plan upgrades, and product add-ons across the entire Growth customer base
Navigate contracts and deal structuring for self-serve and SMB customers, ensuring quick and smooth commercial conversions
Flag and nurture high-potential customers that may merit a transition to a Managed relationship
Partner with Customer Support Engineering to scope and project manage re-implementations, fraud configuration audit projects, and other scoped services
Build the GTM playbook for how we engage, retain, and grow our self-serve and scaled customers — while plugging into the broader account-based and sales-based motions across the company
Own core lifecycle systems and processes including success cadences, segmentation logic, engagement thresholds, automated comms, internal SOPs, and team enablement materials
Track metrics across the scaled portfolio and bring insights and feature requests back to Growth, Support, and Product teams
Find new ways to capture customer feedback and follow up with customers via CSAT, NPS, and other mechanisms
Contribute to the infrastructure for a sales-assist motion that supports short sales cycles and PLG conversions (bonus if you’ve done this before)
Qualification
Required
5+ years in a customer-facing role (e.g. Customer Success, Account Executive, Sales/Success hybrid, or GTM program ownership) at a technology company
Experience managing large customer portfolios (ideally SMB or long-tail accounts), including both new business and renewals/expansions
Strong operator's mindset: organized, proactive, and process-oriented, with a bias for action
Proven ability to simplify complex products and drive commercial outcomes on short deal cycles
A deep sense of ownership and entrepreneurial spirit — you'll be defining the function, not just executing within one
Excellent communication skills and comfort interacting with technical and non-technical stakeholders alike
Preferred
Experience launching sales-assist or scaled success programs in a PLG environment
You may have experience mentoring or leading others, or are interested in building a team over time
Benefits
Medical
Dental
Vision
3% 401(k) contribution
Unlimited PTO
Quarterly mental health days
Family planning benefits
Professional development stipend
Wellness benefits
Company
Persona
Persona is an identity verification and management platform that enables businesses to automate and streamline their verification processes.
201-500 employees
H1B Sponsorship
Persona has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (2)
2023 (1)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$417.5MKey Investors
Founders FundIndex VenturesCoatue
2025-04-30Series D· $200M
2021-09-15Series C· $150M
2021-05-04Series B· $50M
Leadership Team
Rick Song
Co-Founder & CEO
Charles Yeh
Co-Founder & CTO
Recent News
2026-01-08
Index Ventures
2025-12-30
Company data provided by crunchbase