Client Success Manager

Persona is where the world’s best companies and the world’s best talent meet.

We place exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth. Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. Project management, operations, finance, design, marketing, customer success, and more. One person, one dedicated client, built to last.

The bar is the highest in the industry. More than 200,000 people apply every month, and fewer than 1 in 2,000 are accepted. If you make it, you join a network of people who have cleared a standard most companies couldn’t recruit for on their own, and you get the kind of role that’s almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but the systems that connect talent to opportunity are broken. We’re rebuilding them, and we’ve grown into one of the fastest-growing companies in the global talent industry doing it.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that’s you, we’d like to meet you.

Role Summary

We are hiring a Client Success Manager to guide clients from onboarding through long-term adoption and success. You will help clients maximize the value of a SaaS platform, provide consultative coaching, support integrations, troubleshoot issues, and build strong relationships that improve engagement and retention. This is a full-time remote position.

Key Responsibilities

Client Onboarding & Adoption

• Lead new clients through onboarding and their initial campaigns

• Help clients understand and maximize the value of the software platform

• Train and coach clients toward greater self-sufficiency

• Develop more efficient ways to bring new clients up to speed

Client Success & Retention

• Manage ongoing client relationships with retention as a key measure of success

• Conduct regular check-ins with established clients

• Track client progress and identify opportunities to re-engage inactive accounts

• Help reduce churn by maintaining strong engagement throughout the client lifecycle

• Build trusted relationships with clients personally and professionally

Consulting & Problem-Solving

• Provide consultative guidance based on each client’s goals and needs

• Help clients develop engagement strategies that support acquisition, retention, and re-engagement

• Troubleshoot issues and provide practical solutions when clients need support

• Develop creative solutions to client membership and marketing challenges

Systems & Integrations

• Help clients connect the software platform with other systems through integrations and connectors

• Support clients through integration-related questions and implementation needs

• Identify opportunities to improve internal client-success processes and workflows

Required Qualifications

• 5+ years of professional experience

• Strong technical aptitude and comfort learning software platforms

• Experience and genuine interest in client-facing work

• Strong critical-thinking and independent problem-solving skills

• Ability to perform effectively in an unstructured, fast-moving environment

• Comfortable coaching, troubleshooting, and supporting clients throughout their lifecycle

Preferred Qualifications

• Understanding of associations or membership-based organizations

• Previous experience working for an association

• Previous experience working for a software or SaaS company

Tools & Technologies

• Asana, Google Workspace, Microsoft Office, Slack, Zoom, Loom, shared client inboxes (Front, Help Scout, Missive); QuickBooks Online / Xero (familiarity, not operation); HubSpot or comparable CRM (a plus)

Core Competencies

• Client success and retention

• Client onboarding and adoption

• Consultative coaching

• Relationship management

• SaaS troubleshooting

• Integrations and systems coordination

• Independent problem-solving

• Process improvement

• Client engagement

• Churn prevention

What We Offer

• Best salaries in the industry

• work remotely from the location specified for this role permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.