Customer Success Manager

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade‑old workforce management solutions to take care of the most important part of their businesses - their people. Enter Sona: 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. In under 5 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 140+, and secured over $100M in funding from notable VC's, including our Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures (Google). It’s a hugely exciting time to be joining the team as we’re still small enough that you’ll have a significant impact on the company’s growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world‑class benefits in place.

About the Role

Sona's Customer Success function is being built from the ground up. We have £4.4M of ARR transitioning from Implementation to Customer Success in the coming months, our first year of renewals at scale, and meaningful seat expansion across the base and we need CSMs who can shape what good looks like, not operate inside a playbook someone else wrote. You'll own a book of around 20-24 enterprise accounts across Social Care and Hospitality, partnering with Support, Product, and Sales to own the post‑live customer experience end to end. You'll run the QBR cadence, track realised value continuously, and walk into renewal conversations with the case already made. You'll hold senior customer relationships at Director level and above, navigate difficult product feedback conversations with diplomacy, and progress seat upsells as customers grow. This is a high‑autonomy role joining a function still being shaped. Some of the accounts you'll inherit are in difficult places. The Head of Customer Success is being hired in parallel, so the first few months will run with less day‑to‑day coaching than is typical. You'll need to be comfortable building alongside us driving outcomes in ambiguity, holding rooms independently, and shipping the V1 of how Customer Success works at Sona. We're a high-performance team. Everyone holds an important seat and is expected to perform at an elite level. We have each other's backs, we assume good intent, and we have zero space for internal politics. If that's your default, you'll thrive here.

Responsibilities

• 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

• Salary: CSM £55,000 - Senior CSM £75,000.
• 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.

Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.