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 relationship-driven Account Manager to support merchants in a fast-paced B2B e-commerce environment. Unlike a generalist AM, this role requires technical fluency: you will guide merchants through onboarding, integrations, KYC/KYB, analytics dashboards, and operational workflows, while coordinating with engineering, product, data, and support teams to resolve technical issues. Candidates should be comfortable explaining APIs, payment flows, and cross-border commerce concepts in plain language.

Key Responsibilities

Serve as the primary point of contact for merchants, leading onboarding, weekly check-ins, and performance reviews
Guide merchants through platform features, API integrations, analytics dashboards, and operational workflows
Track and shepherd merchant submissions including KYC/KYB requirements through to completion
Troubleshoot operational and technical issues by coordinating with engineering, product, data, and support teams
Provide weekly metrics and trend analysis on sales, risk, traffic, fulfillment, and conversion
Build PowerBI/Tableau reports and client-facing summaries to drive business reviews
Document merchant communications, decisions, and tickets across internal systems
Escalate high-risk concerns and partner internally on remediation or product fixes
Identify upsell and cross-sell opportunities tied to merchant performance and platform capabilities

Required Qualifications

Minimum 3 years of experience in account management or customer success, ideally supporting e-commerce brands or B2B SaaS
Strong verbal and written English communication; able to lead calls confidently
Ability to explain technical or operational topics (APIs, integrations, payments, fulfillment) in simple terms
Strong organizational skills with proven ability to manage multiple merchant accounts simultaneously
Hands-on experience with analytics and reporting tools such as PowerBI or Tableau
Comfort with spreadsheets and data analysis
Fully fluent in English
Ability to commit long-term and full-time

Preferred Qualifications

Familiarity with merchant tools, API-enabled systems, payment platforms, logistics, or cross-border commerce
Experience supporting marketplace, fintech, or payments products
Background in KYC/KYB, fraud, or compliance workflows
Experience with Shopify, BigCommerce, Magento, or similar e-commerce platforms

Tools & Technologies

PowerBI, Tableau, Looker, Google Sheets, Excel, JIRA, Zendesk or Intercom, Salesforce or HubSpot, Slack, Zoom; APIs, webhooks, SQL exposure (a plus)

Core Competencies

Technically fluent without being an engineer
Comfortable as the merchant's voice inside the company
Highly organized with strong follow-through
Cool under operational pressure
Cross-functional collaborator

What We Offer

Best salaries in the industry
Work from anywhere 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
Additional benefits

This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.

E-Commerce Specialist / Junior Manager

Account Manager (B2B E-commerce) (Work From Home)