Customer Success Manager

🕒 May 18

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Sona (getsona.com)

WebsiteLinkedInAll Job Openings

11 - 50 employees

The employee empowerment revolution has arrived. Sona is the modern app for the new era of frontline work, combining powerful productivity tools with a sleek, simple and intuitive user experience.

📋 Description

• Own a book of around 20-24 enterprise accounts across Social Care and Hospitality, holding the full post-live customer experience • Build and maintain senior customer relationships at Director level and above (Operations, Finance, HR), acting as the senior escalation point before issues route to the Head of Customer Success • Run the QBR cadence, track realised value continuously, and own renewals end-to-end, making renewals a non-event by the time the conversation happens • Drive proactive value work: account audits, surfacing unused functionality, translating product usage into business outcomes • Identify and progress seat upsells as customers grow; flag broader expansion opportunities to AEs • Manage ongoing customer-side projects (integrations, significant configuration changes) • Hold difficult product feedback conversations with diplomacy. Clear reasoning when something isn't on the roadmap, without damaging the relationship • Bring rigour to communication and organisation across your book: meeting notes, follow-ups, status visibility. Customers should always know where they stand • Shape Customer Success V1. Actively contribute to QBR cadence, health scoring, and escalation framework rather than just operating within them

🎯 Requirements

• Owned a book of enterprise SaaS accounts (CSM, Solutions Architect, Pre-Sales, Implementation Consultant, or PM background) • Held senior customer relationships independently at Director level or above • Operationally responsible for the customer health that drives renewal outcomes • Confident in complex SaaS products. Can demo, discuss configuration trade-offs, and translate capability into business value • Operated in a scaleup with V1, evolving process. Comfortable shipping in ambiguity • High AI proficiency. Uses AI tools daily to drive customer success outcomes (QBR prep, account research, drafting comms, analysis). • Commercial fluency around NRR and value realisation. • Investment mindset. Treats each account as an asset to grow over years, continuing to build trust between asks rather than only when something is needed • EQ and authentic disagreement. Can build genuine rapport, read a room, adapt style, and hold the line when needed without damaging the relationship • Speed, discipline, curiosity, relentless follow-through

🏖️ Benefits

• Hybrid working: 3+ days per week in the London office • Share options • 35 days annual leave (25 days standard plus 10 flexible public holiday days) • Extra day of leave for every year of service • Pension contributions matched up to 5% • Comprehensive health insurance • Enhanced parental leave & pay • Annual all expenses paid team retreats • The latest Macbook and equipment budget for your home office • Professional development budget • Unlimited free books