Scaled Customer Success Manager San Francisco

About Persona

Persona is the configurable identity platform built for businesses in a digital-first world. Verifying individuals and organizations is harder — but more important — than ever, with AI enabling fraudsters to launch sophisticated accounts at scale and regulations evolving rapidly.

We’ve built Persona to support practically every use case and industry — that’s why we’re able to serve a wide range of leading companies. For example, Instacart relies on Persona to verify shoppers who onboard onto their platform before delivering groceries to your doorstep. Meanwhile, OpenAI relies on Persona to keep bad actors out, protecting one of the world’s most powerful AI platforms from large‑scale abuse in a time when AI is reshaping the way we work and live.

We believe that making the internet safer and more human requires a team that reflects the diverse, global nature of the people we aim to serve. We’re growing rapidly and looking for exceptional people to join us.

About the Role

As Persona expands our product‑led growth (PLG) and self‑serve motion, we’re investing in a new Go‑to‑Market function to scale and support thousands of growing customers — from scrappy startups to high‑potential SMBs with five‑figure contracts.

We’re looking for a Scaled Customer Success Manager to launch and own this effort. This founding role blends customer success, commercial ownership, and scaled systems building — with an emphasis on driving retention, closing short‑cycle deals, and unblocking customers by simplifying complex products. This role is critical to scaling revenue and delivering value across our fast‑growing PLG segment.

You’ll work closely with Customer Support Engineering, Community, and Product Growth to engage and grow our customer base across all tiers of our self‑serve and growth portfolio. This is a cross‑functional, high‑leverage role for someone who’s equally comfortable building programs, closing renewals and expansions, and guiding customers toward success.

This is an ideal role for someone who has experience across customer success and sales motions, thrives when speaking with clients, is energized by scaling through systems and playbooks, and wants to define a function from the ground up.

What you’ll do at Persona

Product Adoption & Retention Programs at Scale

• 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.

Commercial Ownership

• 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.

Process & Playbook Design

• 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…