Customer Success Manager

About the Company

Sona is the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams.

Responsibilities

• Own a book of around 20-24 enterprise accounts across Social Care and Hospitality
• Build and maintain senior customer relationships at Director level and above
• Run the QBR cadence, track realised value, and own renewals end-to-end
• Drive proactive value work including account audits and surfacing unused functionality
• Identify and progress seat upsells and flag expansion opportunities to AEs
• Manage ongoing customer-side projects such as integrations and configuration changes
• Shape Customer Success V1 by contributing to health scoring and escalation frameworks

Requirements

• Experience owning a book of enterprise SaaS accounts
• Proven ability to hold senior customer relationships independently at Director level or above
• Experience operating in a scaleup environment with evolving processes
• High AI proficiency using tools for research, analysis, and communication
• Commercial fluency regarding NRR and value realisation
• Ability to demo complex SaaS products and discuss configuration trade-offs

Benefits

• Salary: £55,000 - £75,000
• Hybrid working: 3+ days per week in the London office
• Share options
• 35 days annual leave
• Pension contributions matched up to 5%
• Comprehensive health insurance
• Enhanced parental leave & pay
• Annual all expenses paid team retreats
• Professional development budget