Customer Operations Manager

About the role

This role is for the first Customer Operations Manager on our Post-Sales team. You'll work closely with Post-Sales Leadership to develop, maintain, and scale the customer success strategy. You'll influence decision-making on key Post-Sales initiatives and help define the foundations of success for an efficient organization.

Responsibilities

• Define and implement lifecycle processes in conjunction with Post-Sales leadership to support customer outcomes and drive business growth
• Assist in establishing appropriate touch points throughout the customer journey (pre and post-onboarding)
• Develop methodology, processes, and systems that support our customer engagement methodology across all customer segments and teams
• Research, evaluate, recommend, and implement tools that increase efficiency of the Post-Sales team
• Operate as a thought partner to the business by identifying opportunities for future-proofed process automation and optimization, with a focus on scalability
• Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes; manage deployment of processes
• Design and build key reporting for Post-Sales leadership team including but not limited to: customer adoption, sentiment, advocacy, and business results (e.g. renewals, expansions, churn)
• Collaborate with enablement teams to manage training schedule during new hire onboarding and continual education
• Collaborate with cross-functional teams to support critical Customer Success and Solutions Engineering initiatives that require buy-in and collaboration from teams across the company (e.g. feature request process, renewals management, marketing reach-outs)

Requirements

• A minimum of 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company
• Direct experience in a Customer Success or Solutions Engineering role is a plus
• A deep understanding of key Customer Success concepts, metrics, and processes / best practices
• A track record of success contributing to strategic improvements, advocating for them internally, and managing their end-to-end deployment
• Ability to operate well in fast-paced environments and excel under ambiguity
• Strong attention to detail and excellent written and verbal communication skills
• Collaborative nature; cross-functional work excites you, and you're able to coordinate projects across multiple stakeholders
• Comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.)
• Able to tell a compelling narrative with data for business stakeholders

Qualifications

• Experience in a SaaS environment is preferred
• Knowledge of CRM systems such as Salesforce is beneficial
• Experience with project management tools like Jira or Trello is advantageous

Skills

• Strategic thinking and problem-solving
• Customer-centric approach
• Process improvement and optimization
• Data analysis and visualization
• Communication and collaboration

Benefits and Perks

For full-time US-based employees (excluding internship and contractor opportunities), Persona offers:

• Medical, dental, and vision coverage
• 3% 401(k) contribution
• Unlimited PTO
• Quarterly mental health days
• Family planning benefits
• Professional development stipend
• Wellness benefits

For full-time UK employees, Persona offers:

• Private medical insurance
• Dental insurance
• A 6% employer pension contribution
• Unlimited PTO
• A monthly wellness stipend
• Professional development stipend
• Co-working stipend

As part of our interview process, all candidates will be asked to verify their identity with Persona. This step is used solely to confirm that candidates are who they say they are, and will have no impact on hiring decisions.