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 bo