Customer Success Manager

About this role

Own the post-live experience for a portfolio of 20–25 enterprise customers across social care, hospitality and retail. Lead customer relationships, renewals and value realisation while helping build Sona’s Customer Success processes as the function scales.

About the company

Sona is an AI workforce management platform for frontline organisations, covering scheduling, time and attendance, HR, and payroll.

The team

Customer Success

What you'll do

• Own senior customer relationships and act as the escalation point for assigned accounts
• Run QBRs and manage renewals end to end
• Drive product adoption and connect usage to measurable business outcomes
• Identify seat expansion opportunities and flag wider opportunities to Account Executives
• Manage customer-side integrations and configuration projects
• Help develop Customer Success practices, including health scoring and escalation processes

What we're looking for

• Experience owning enterprise SaaS accounts and customer health tied to renewals
• Ability to build independent relationships with Director-level stakeholders
• Commercial understanding of net revenue retention and value realisation
• Confidence discussing complex SaaS products, configurations and business value
• Experience working in a scaleup where processes were still being built
• Daily use of AI tools in customer success, with examples of specific workflows
• Ability to handle disagreement and difficult conversations while maintaining customer relationships

Nice to have

• Experience with Planhat, Salesforce or similar customer success platforms
• Track record of identifying and converting expansion opportunities

Benefits

• Share options
• 35 days of annual leave, plus an extra day per year of service
• Pension contributions matched up to 5%
• Health insurance
• Enhanced parental leave and pay
• Salary-sacrifice childcare scheme
• Professional development budget
• Equipment budget for a home office