GTM Systems & Operations Manager

🏢 Persona · 📍 San Francisco · 💼 hybrid · ⏰ FullTime

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Position Summary & Responsibilities

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, Reddit relies on Persona for age assurance and verification to comply with online safety regulations, protecting younger users while maintaining a seamless experience. 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’re growing rapidly and looking for exceptional people to join us!

About the role

As Customer Operations Manager, you’ll report to the RevOps lead and partner with Post-Sales leadership to build and scale the strategy, processes, systems, and reporting that support our customer-facing teams.

You’ll lead improvements across the customer lifecycle—from onboarding and engagement through renewal and expansion—by translating business needs into scalable solutions. This includes shaping our Salesforce and GTM infrastructure, applying AI and automation, defining success metrics, and managing initiatives from design through rollout and adoption.

This role is ideal for someone who combines strategic business judgment with a builder mindset and enjoys turning ambiguous problems into practical, measurable solutions.

What you’ll do

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 Salesforce administrators, engineers, data teams, and Post-Sales leaders.

🎯 Candidate Preparation Guide For Persona Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Testing absolute precision in security, identity verification architecture, and scalable handling of sensitive PII data.

📋 Preparation Priorities (Key Areas to Clarify):

1. Treating security and compliance as box-checking exercises rather than core product value
2. Hand-waving edge cases regarding data provenance and regulatory compliance
3. Inability to articulate threat models clearly

✨ Recommended Role Alignment Hook:

I build bulletproof identity infrastructure that maximizes global trust while maintaining frictionless user conversion.

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