Head of Customer Success

• Be Sona's first Head of Customer Success, leading and growing the CSM team with the primary goal of evolving the Success function to be truly world class. • Carry your own book of enterprise accounts, managing relationships at senior stakeholder level while leading the team. • Evolve the CS operating model from V1 to mature — developing existing playbooks, QBR framework, health scoring, and renewal processes into something more proactive and strategically valuable. • Own the renewal process end to end and drive expansion across the customer base, building the playbooks and commercial structures that make NRR growth repeatable. • Bring AI-first thinking to how the team operates — using AI tools to improve proactive relationship management, customer intelligence, and team efficiency.

• Have built or significantly scaled a customer success function before — not just run one that was already established. • Be comfortable at the player-coach level — leading a team while managing your own enterprise accounts. • Have worked in a high-growth startup or scaleup and know what it means to build without a safety net. • Have real experience using AI to improve how a CS team operates — this is a hard requirement, not a nice-to-have. • Be a confident communicator at C-suite level, both in building relationships and in navigating difficult conversations. • Be genuinely curious about customers — their operations, their problems, their people.

• Have a background in workforce management, HR tech, or adjacent enterprise SaaS. • Have familiarity with Planhat or similar customer success CRMs. • Have experience designing CSM commercial structures including roles, accountability, and compensation.

• Lead and develop the CSM team, setting standards for customer engagement, relationship quality, and commercial outcomes. • Carry a personal book of enterprise accounts at senior stakeholder level. • Evolve CS playbooks, QBR framework, health scoring (Planhat + NPS), and escalation and renewal processes. • Own the end-to-end customer experience post-implementation in close partnership with Implementation and Support. • Define how NRR is measured and run, set targets, and design the CSM commercial structure. • Act as the senior escalation point for at-risk accounts and complex customer situations.

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 £90,000–£115,000 base salary plus bonus and share options. • Work from Sona's London office with regular travel to customer sites across the UK. • 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. • Access a salary sacrifice childcare scheme (Workplace Nursery). • 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.