Post-Sales Ops Lead — Scale Customer Success & Processes

persona group; San Francisco (CA); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

3% 401(k) contribution

Unlimited PTO

Quarterly mental health days

Family planning benefits

Professional development stipend

Wellness benefits

Job summary

Persona is seeking its first Customer Operations Manager for the Post-Sales team in the US to shape and scale our customer success strategy. You will partner with Post-Sales leadership to define lifecycle processes, establish touchpoints, and drive scalable operations for onboarding, adoption, renewals, and expansions.

You’ll build tools, playbooks, and reporting to surface actionable insights on adoption, sentiment, and business results, while collaborating cross-functionally to enable the

Qualifications

• 5+ years in Go-To-Market ops, strategy, or business consulting in a SaaS

Responsibilities

• Define lifecycle processes with Post-Sales leadership to support outcomes and growth
• Assist in establishing touchpoints throughout the customer journey (pre/post onboarding)
• Develop methodology, processes, and systems supporting customer engagement across segments
• Research, evaluate, and implement tools to increase Post-Sales efficiency
• Provide content and playbooks to deliver consistent customer outcomes and deploy processes
• Design and build reporting for Post-Sales leadership on adoption, sentiment, and renewals
• Collaborate with enablement for training during onboarding and ongoing education
• Work cross-functionally to support key Customer Success and Solutions Engineering initiatives across the company

Skills

Go-To-Market ops

Customer success

Data storytelling

Cross-functional collaboration

SQL

Excel

Salesforce

Looker/Tableau

Tools

Salesforce

Looker

Tableau

SQL

Job description

Persona is seeking its first Customer Operations Manager for the Post-Sales team in the US to shape and scale our customer success strategy. You will partner with Post-Sales leadership to define lifecycle processes, establish touchpoints, and drive scalable operations for onboarding, adoption, renewals, and expansions.

You’ll build tools, playbooks, and reporting to surface actionable insights on adoption, sentiment, and business results, while collaborating cross-functionally to enable the