GTM Systems & Operations Manager @Persona

Overview

The role of GTM Systems & Operations Manager at Persona involves building and scaling strategies and processes to support customer-facing teams within a configurable identity platform. The position is focused on improving the customer lifecycle, utilizing Salesforce and automation to drive efficiency and success.

Key Responsibilities

• Design and implement scalable customer lifecycle processes across onboarding, engagement, renewals, expansion, and churn prevention.
• Translate business needs into process designs, technical requirements, testing criteria, and rollout plans in partnership with teams.
• Guide Salesforce solution design, including automation, integrations, reporting, and data-quality controls.
• Identify and implement AI and automation opportunities to improve efficiency and reduce manual work.
• Define and validate metrics for customer adoption, sentiment, advocacy, and churn, providing actionable recommendations.
• Manage solutions from requirements gathering to deployment and ongoing ownership.
• Develop playbooks, documentation, and training to enhance execution and onboarding.
• Lead cross-functional initiatives related to customer management.

Requirements

• Minimum of five years of experience in GTM operations, customer operations, or related fields within a SaaS environment.
• Proficient in managing systems and processes through implementation and adoption phases.
• Strong knowledge of Customer Success strategies and metrics that affect retention and customer outcomes.
• Solid understanding of Salesforce architecture and relevant operational aspects.
• Practical experience with AI applications in business processes.
• Strong analytical and communication skills.
• Ability to navigate ambiguity in a fast-paced environment.
• Experience in Customer Success or Solutions Engineering is a plus.

Benefits

Benefits for full-time employees vary by location but generally include medical, dental, and vision coverage, 401(k) contributions, unlimited PTO, mental health days, wellness stipends, and professional development support.

Location

This is a remote position, with availability for candidates based in the United States or the United Kingdom.

How to Apply

For more information and to apply, please visit: the Persona website.