Customer Success Manager

• Join a Customer Success function being built from the ground up, with £4.4M of ARR transitioning from Implementation to Customer Success, the first year of renewals at scale, and meaningful seat expansion across the base. • 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. • Run the QBR cadence, track realised value continuously, and walk into renewal conversations with the case already made. • Hold senior customer relationships at Director level and above, navigate difficult product feedback conversations with diplomacy, and progress seat upsells as customers grow. • Shape what good looks like in a high-autonomy role, since the Head of Customer Success is being hired in parallel and the first few months run with less day-to-day coaching than usual.

• Have owned a book of enterprise SaaS accounts, whether from a CSM, Solutions Architect, Pre-Sales, Implementation Consultant, or PM background. • Have held senior customer relationships independently at Director level or above. • Have been operationally responsible for the customer health that drives renewal outcomes. • Stay confident in complex SaaS products, able to demo, discuss configuration trade-offs, and translate capability into business value. • Have operated in a scaleup with V1, evolving process, comfortable shipping in ambiguity. • Bring high AI proficiency, using AI tools daily for QBR prep, account research, drafting comms, and analysis. • Bring EQ and authentic disagreement, building genuine rapport, reading a room, adapting style, and holding the line without damaging the relationship. • Bring speed, discipline, curiosity, and relentless follow-through.

• Bring commercial fluency around NRR and value realisation. • Bring an investment mindset, treating each account as an asset to grow over years and building trust between asks. • Have experience in the Social Care or Hospitality verticals. • Have worked closely across Support, Product, and Sales functions.

• 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 across Operations, Finance, and 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, including account audits, surfacing unused functionality, and translating product usage into business outcomes. • Identify and progress seat upsells as customers grow, flagging broader expansion opportunities to AEs. • Manage ongoing customer-side projects such as integrations and significant configuration changes. • Hold difficult product feedback conversations with diplomacy, giving clear reasoning when something isn't on the roadmap without damaging the relationship. • Bring rigour to communication and organisation across your book, and actively shape Customer Success V1, contributing to QBR cadence, health scoring, and the escalation framework.

Sona is one of the most exciting B2B SaaS companies in the UK right now. The company has raised over $100 million from world-class investors and has grown revenue by 400% in 2023 alone. Two of the three founders, Oli Johnson and Ben Dixon, previously spent six years building Catapult, a gig platform for hospitality and retail, while Steffen Wulff Petersen came from Rocket Internet, where he helped launch Lazada, HelloFresh and Payleven. That domain expertise is a genuine differentiator: Sona is not a generic scheduling tool bolted onto HR. It is built from the ground up for complex, multi-site enterprises with hundreds or thousands of frontline staff. What stands out on Glassdoor (4.6/5 from 26 reviews, 88% recommend, 94% positive business outlook) is how consistently employees praise the team culture, the benefits and the pace of growth. The compensation sub-score is a remarkable 4.9/5. Sona offers genuinely strong benefits for a startup: Bupa health insurance, 25 days holiday plus 10 flexible public holidays (with an extra day per year of service), enhanced parental leave (26 weeks full pay for primary parents, 8 weeks for secondary), share options, pension matching up to 5%, twice-yearly team retreats and a quarterly £200 learning budget. The main things to be aware of: this is a fast-paced startup where priorities shift quickly; some reviews mention long hours and pressure around headcount management; and the team is still relatively small, at around 150 people. But with a fresh $45 million Series B led by N47, US expansion underway, and the recent launch of Forge, an enterprise AI application builder that lets customers create custom software on top of Sona's platform, the company is at a genuinely exciting inflexion point.

• Earn a salary of £55,000–£75,000 with share options. • Work hybrid, with 3+ days a week in the London office. • Take 35 days' annual leave (25 days standard plus 10 flexible public holiday days), with an extra day for every year of service. • Get pension contributions matched up to 5% and comprehensive health insurance. • Benefit from enhanced parental leave and pay. • Join annual, all-expenses-paid team retreats. • Receive the latest MacBook, a home-office equipment budget, and a professional development budget. • Enjoy unlimited free books.

Sona is an AI-native platform for frontline workforce management, built for the largest frontline organisations. Its end-to-end system covers Scheduling, HR, Payroll, and Communications, giving organisations everything they need to staff more intelligently and empower their teams. In under five years, Sona has made a deep impact on the lives of over 100,000 frontline workers, grown the team to 140+, and secured over $100M in funding from notable VCs, including a Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures (Google).