GTM Operations Lead, Post-Sales & Strategy

Persona; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Unlimited PTO

Mental health days

Professional development

Job summary

Persona is seeking a Customer Operations Manager to shape our Post-Sales strategy and scale customer success across the organization. You will partner with Post-Sales leadership to implement lifecycle processes, drive efficient practices, and build scalable programs that maximize customer outcomes.

You will own cross-functional initiatives, develop tooling, and create reporting to guide leadership decisions. A strong background in Go-To-Market operations and CS concepts is essential.

Qualifications

• 5+ years in Go-To-Market operations, strategy, or SaaS consulting.
• Direct experience in Customer Success or Solutions Engineering is a plus.
• You have a deep understanding of CS concepts, metrics, and processes.
• Track record of strategic improvements and end-to-end deployment.
• Ability to prioritize in fast-paced, ambiguous environments.
• Strong written and verbal communication; detail-oriented.
• Collaborative and able to coordinate projects across stakeholders.
• Proficient in data visualization with Excel, Salesforce, SQL and BI tools.

Responsibilities

• Define and implement lifecycle processes with Post-Sales leadership to support outcomes and growth.
• Establish touchpoints throughout the customer journey (pre and post-onboarding).
• Develop methodology, processes, and systems supporting customer engagement across segments.
• Research, evaluate, and implement tools to increase Post-Sales efficiency.
• Identify automation opportunities to future-proof processes and scale operations.
• Curate content and playbooks to enable consistent delivery of outcomes; manage deployment.
• Design and build reporting for Post-Sales leadership (adoption, sentiment, renewals).
• Collaborate with enablement for training during onboarding and ongoing education.
• Work cross-functionally on initiatives requiring buy-in (feature requests, renewals, marketing reach-outs).

Skills

Go-to-Market ops

Strategy development

CS concepts

Data storytelling

Cross-functional collab

Excel

SQL

BI tools

Tools

Salesforce

Looker

Tableau

Job description

Persona is seeking a Customer Operations Manager to shape our Post-Sales strategy and scale customer success across the organization. You will partner with Post-Sales leadership to implement lifecycle processes, drive efficient practices, and build scalable programs that maximize customer outcomes.

You will own cross-functional initiatives, develop tooling, and create reporting to guide leadership decisions. A strong background in Go-To-Market operations and CS concepts is essential.