Customer Success Manager

• Own a book of around 20–24 enterprise accounts across Social Care and Hospitality, holding the full post-live customer experience end to end. • Build and maintain senior customer relationships at Director level and above, 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. • Help shape Customer Success V1 at Sona by actively contributing to QBR cadence, health scoring, and escalation frameworks rather than just operating within them.

• Have owned a book of enterprise SaaS accounts in a CSM, Solutions Architect, Pre-Sales, Implementation Consultant, or PM capacity. • Have held senior customer relationships independently at Director level or above. • Have been operationally responsible for customer health that drives renewal outcomes. • Be confident in complex SaaS products — able to demo, discuss configuration trade-offs, and translate capability into business value. • Have operated in a scaleup with evolving, V1 process and be comfortable shipping in ambiguity. • Have high AI proficiency — using AI tools daily to drive customer success outcomes including QBR prep, account research, drafting comms, and analysis. • Have commercial fluency around NRR and value realisation.

• Have experience in Social Care, Hospitality, or frontline workforce management software. • Have experience identifying and progressing seat upsells and flagging expansion opportunities. • Have familiarity with Planhat or similar customer success platforms.

• Own the full post-live customer experience for a book of 20–24 enterprise accounts. • Build and maintain senior relationships at Director level and above. • Run QBR cadence and own renewals end to end. • Drive proactive value work and surface unused product functionality. • Identify and progress seat upsells; flag broader expansion opportunities to AEs. • Manage ongoing customer-side projects including integrations and configuration changes. • Hold difficult product feedback conversations with diplomacy and clear reasoning. • Bring rigour to meeting notes, follow-ups, and status visibility across your book. • Contribute to shaping Customer Success V1 processes at Sona.

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 £55,000–£75,000 base salary plus share options. • Work in a hybrid pattern with 3+ days per week in the London office. • Take 35 days annual leave (25 standard plus 10 flexible public holiday days), plus an extra day per year of service. • Receive pension contributions matched up to 5%. • Access comprehensive health insurance and enhanced parental leave and pay. • Receive annual all-expenses-paid team retreats and a professional development budget.

Sona is the next generation of AI-native frontline workforce management, building an end-to-end platform covering Scheduling, HR, Payroll, and Communications for the world's largest frontline organisations. In under 5 years, Sona has made a deep impact on over 100,000 frontline workers, grown to 140+ team members, and secured over $100M in funding including a Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures.