Customer Success Manager

The role

You will own a book of 20-25 enterprise accounts across social care, hospitality and retail. You will partner with Support, Product and Sales to own the post-live customer experience end to end.

What you will do

• Own senior customer relationships at Director level and above
• Act as the escalation point for your accounts
• Run the QBR cadence and own renewals end to end
• Drive proactive value work including account audits and surfacing unused functionality
• Progress seat upsells and flag expansion opportunities to AEs
• Hold difficult conversations with diplomacy
• Manage customer-side projects such as integrations and configuration changes
• Help shape how Customer Success works at Sona

Required qualifications

• Owned a book of enterprise SaaS accounts as a CSM, Solutions Architect, Pre-Sales, Implementation Consultant or PM
• Held Director-level customer relationships independently
• Commercially fluent around NRR and value realisation
• Confident in complex SaaS products including demos and configuration trade-offs
• Worked in a scaleup where process was still being built
• Use AI tools daily in CS work and can point to specific workflows
• Can disagree with a senior customer and keep the relationship intact

Nice to have

• Hands-on experience with Planhat, Salesforce, or similar CS platforms
• Track record of identifying and converting commercial expansion opportunities

Benefits

• Salary: £55,000 - £75,000
• On-site working: 4 days a week in the London office or with customers, 1 day from home
• 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
• Salary sacrifice childcare scheme (Workplace Nursery)
• Annual team off-sites and quarterly socials
• The latest Macbook and equipment budget for your home office
• Professional development budget

About the company

Sona is building AI-driven software for frontline organisations. They have raised over $100M and have signed more than 100 enterprise customers across the UK and US.