Customer Success Manager

Running a frontline business is an operational puzzle most software has never touched. Shift-by-shift labour costs, compliance that changes by region and by role, and margins thin enough that a badly built rota can sink a quarter. It's a harder problem than most white-collar SaaS, and yet frontline sectors employ 80% of the global workforce and have received about 1% of the last decade's software investment.

We think AI is what makes the problem solvable; better software alone wasn't enough. Frontline organisations sit on enormous amounts of operational data. Used properly, that data lets agents take on real parts of running the business rather than just reporting on it. That's what we're building at Sona, and it's early enough that the systems you build now will still be foundational in three years.

We've raised over $100M from N47, Felicis, Gradient and Northzone, signed more than 100 enterprise customers across the UK and US, and opened offices in London, New York, Austin and Lisbon. More on working at Sona here .

About the Role

Sona's Customer Success function is being built from the ground up. $Millions of ARR is moving from Implementation to Customer Success, we're heading into our first year of renewals at scale, and there's meaningful seat expansion across the base. 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 20-25 enterprise accounts across social care, hospitality and retail, partnering with Support, Product and Sales to own the post-live customer experience end to end. Some of the accounts you'll inherit are in difficult places, so you'll be rebuilding trust, holding rooms independently and driving outcomes in ambiguity.

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.

This is an on-site role. Four days a week you'll be in our London office or out with customers, with one day working from home. Regular travel to customers across the UK is part of the job.

Responsibilities

Own senior customer relationships at Director level and above (Operations, Finance, HR), in person as well as over video, and act as the escalation point for your accounts

Run the QBR cadence and own renewals end to end, so the value case is made long before the renewal conversation

Drive proactive value work: account audits, surfacing unused functionality, and translating product usage into business outcomes

Progress seat upsells as customers grow, and flag wider expansion opportunities to AEs

Hold difficult conversations with diplomacy, including product feedback that isn't on the roadmap

Manage customer-side projects such as integrations and configuration changes, keeping status visible so customers always know where they stand

Help shape how Customer Success works at Sona, from health scoring to escalation

Requirements

You've owned a book of enterprise SaaS accounts, whether as a CSM, Solutions Architect, Pre-Sales, Implementation Consultant or PM

You've held Director-level customer relationships independently and been accountable for the customer health that drives renewal

You're commercially fluent around NRR and value realisation, and treat accounts as long-term assets

You're confident in complex SaaS products: you can demo, discuss configuration trade-offs and translate capability into business value

You've worked in a scaleup where process was still being built

You use AI tools daily in your CS work and can point to specific workflows

You can disagree with a senior customer and keep the relationship intact

It’d be a bonus if you could bring

Hands-on experience with Planhat, Salesforce, or similar CS platforms

Track record of identifying and converting commercial expansion opportunities (seat upsells, module flags)

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

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.