Customer Success Manager

Role Overview

Sona’s Customer Success function is being built from the ground up. The Customer Success Manager will 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.

What You Will Do

Own senior customer relationships at Director level and above, run the QBR cadence, drive proactive value work, progress seat upsells, and manage customer-side projects.

Why It Might Be a Fit

You’ll thrive in a high-performance team with a culture of good intent, zero space for internal politics, and a focus on elite performance.

Requirements

• You’ve owned a book of enterprise SaaS accounts
• 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

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