Engagement Manager (SF/NYC)

About Persona

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.

About the Role

Persona is an extraordinary platform with incredible retention and expansion performance within its customer portfolio. As an Engagement Manager (EM), you'll partner across our business including Post-Sales, Product Management, Engineering, and Deployment Strategists to lead the engagement across a handful of strategic accounts. We need someone who can think both analytically and strategically, amplifying the voice of our largest customers to help guide our product decisions and future direction. This role will also mentor and develop the next generation of best-in-class customer-facing professionals as we more than double our team in 2025.

What you’ll achieve at Persona

• Customer Leadership: Drive success of our relationship with our customers throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal, managing complex engagements with multiple use cases, workstreams, and stakeholders.
• Product Expertise: You will become an expert in our product which is wide-reaching and complex. We offer best-in-class product onboarding to help you master our product offerings.
• Ownership: Drive trusted relationships with large organizations, serving as a trusted advisor to executive and senior leadership across large organizations.
• Portfolio Management: Manage best-in-class customer health in your portfolio by identifying growth opportunities and mitigating account risks, with the support of your account team.
• Cross-functional Collaboration: Engage with Persona’s Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback and inform product roadmap.
• Customer Advocacy: Partner with Marketing to highlight and amplify our biggest customer success stories.
• Build and Scale: Create and influence playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle.

What you'll bring to Persona

• A minimum of 5+ years of work experience in a consultative customer-facing role, particularly in consulting or advisory role (e.g. professional services), or Customer Success / Account Management in highly-complex technical SaaS product.
• Proven track record of learning and understanding technical and complex products.
• Experience managing complex customer engagements including multiple use cases, workstreams, and complex stakeholder relationships. You know how to build strong advocates from scratch.
• 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.
• Willingness to travel up to 25% of the time for customer engagements.

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

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.