Account Manager (SF/NYC)
Persona - San Francisco / Persona - New York
Post Sales – Customer Success /
Salaried, full-time /
Hybrid
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
You will be a trusted advisor for a portfolio of growing customers, supporting them at each stage of their lifecycle with Persona and ensuring they derive value from our platform and services. Our Account Managers play a pivotal role in driving business outcomes and revenue growth by deepening platform adoption, amplifying customer voices to shape Persona’s product roadmap, and ensuring value delivery through close cross-functional collaboration.
What you'll do at Persona
- Customer Ownership & Growth: Own a portfolio of mid-market and commercial customers, driving long-term success and satisfaction across key touchpoints including onboarding, implementation, launch, post-launch, and renewal.
- Retention and Expansion: Ensure customers are deriving maximum value from Persona to support retention and revenue growth. Drive net new revenue through identifying expansion opportunities, promoting product adoption, and leading cross-sell initiatives.
- Account Planning & Relationship Building: Build and maintain strategic relationships across customer teams, including decision-makers and key influencers. Lead joint planning sessions and business reviews to align on goals and success metrics.
- Product Expertise & Enablement: Become an expert in Persona’s platform and use that knowledge to educate customers, showcase new features, and proactively suggest relevant solutions that align to business goals. Act as a consultative partner to business and technical stakeholders, identifying opportunity areas for program/strategy optimization.
- Cross-functional Collaboration: Work closely with Sales and Customer Support to ensure a cohesive customer experience. Help shape Persona’s internal processes to better support the mid-market customer segment. Influence roadmap development by delivering structured, actionable feedback to Product and Engineering.
- Customer Advocacy: Partner with Marketing to highlight and amplify our biggest customer success stories.
What you'll bring to Persona
- A minimum of 3+ years of work experience at a B2B company with a complex technical SaaS product in Account Management, Customer Success, Product Management, or other relevant roles
- High degree of agency and ownership, with a relentless curiosity to learn and willingness to roll up your sleeves to get the job done.
- Track record of structured, analytics-driven problem-solving
- Excellent multitasking capabilities, including prioritizing effectively across a wide variety of tasks and evaluating situational urgency
- Outstanding verbal and written communication, including explaining complex concepts to both technical and non-technical stakeholders
- Ability to collaborate efficiently in teams of technical and non-technical individuals, and comfortable working in a dynamic environment with evolving objectives and iteration with users.
- A growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking, are ready to give and receive both constructive and positive feedback to be a great teammate!
- Willingness to travel up to 25% of the time for customer engagements
$110,000 - $140,000 a year
Compensation & Equity
This salary range is the estimated base salary range. Base salaries are just one component of the total compensation package and are determined by a number of factors such as years of experience, expertise, qualifications and more. In addition to base salary, we offer competitive equity packages that play a big part in recognizing you for the huge impact you will have on helping us achieve our mission. Please note, the salary range is a guideline that is subject to change without notice.
Benefits and Perks
Persona offers a wide range of thoughtful and inclusive benefits for this role, including medical, dental, and vision, 3% 401(k) contribution, unlimited PTO, quarterly mental health days, family planning benefits, professional development stipends, wellness benefits, unlimited paid time off, among others. While we believe competitive compensation and benefits are a critical aspect of you deciding to join us, we do hope you consider why our core values and culture are right for you. If you’d like to better understand what it’s like working at Persona, feel free to check out our reviews on Glassdoor.
Diversity, equity, inclusion and belonging
At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. Our DEIB Employee Resource Group seeks to build a diverse and inclusive team that fosters an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first.
We strive to promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
