Enterprise Customer Success Manager

As a member of our client’s Customer Success team, you will be a trusted advisor for a portfolio of growing Enterprise and Core customers, supporting them at each stage of their lifecycle with our client and ensuring they derive value from our platform and services. You’ll be responsible for onboarding new customers, managing relationships with existing customers, and strengthening customers’ engagements with Persona through renewals and expansion.

This isn't your typical Customer Success role. At our client, you will be a key contributor on a fast-growing go-to-market team working cross-functionally across sales, engineering, product, and marketing. Our Customer Success Managers have directly influenced business outcomes, impacted Persona's product roadmap by synthesizing customer feedback, and driven revenue growth through deepened platform adoption.

Responsibilities

1. Be responsible for the ultimate success of our relationship with our customers throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal.
2. Master our client’s platform products and future product offerings; and ability to communicate offerings to customers.
3. Own the customer relationship with large organizations, serving as a trusted advisor to executive and senior leadership across various functions.
4. Manage best-in-class customer health in your portfolio by identifying growth opportunities and mitigating account risks, with the support of your account team.
5. Engage with our client’s Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback and inform product roadmap.
6. Drive strong customer advocacy efforts via collaboration with client’s Marketing team to identify and amplify our biggest customer success stories.
7. Create and influence playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle.

Minimum Requirements

5+ years of experience at a b2b company with a complex technical saas product in customer success, account management, or other relevant roles.

Salary

$120k - $150k

Equity

Unknown

Visa Sponsorship

Available

Hybrid Work Policy

In-office with the option to work from home Mondays and Fridays in San Francisco or New York.

Position Type

This is a full-time, W-2 role.

Multiple Openings

We are looking to hire 2 - 5 candidates for this role.

Location

San Francisco, CA, New York, NY