Sona - Customer Success Manager
Requirements
• You'll need as many of the below: • Owned a book of enterprise SaaS accounts (CSM, Solutions Architect, Pre-Sales, Implementation Consultant, or PM background) • Held senior customer relationships independently at Director level or above • Operationally responsible for the customer health that drives renewal outcomes • Confident in complex SaaS products. Can demo, discuss configuration trade-offs, and translate capability into business value • Operated in a scaleup with V1, evolving process. Comfortable shipping in ambiguity • High AI proficiency. Uses AI tools daily to drive customer success outcomes (QBR prep, account research, drafting comms, analysis). • Commercial fluency around NRR and value realisation. • Investment mindset. Treats each account as an asset to grow over years, continuing to build trust between asks rather than only when something is needed • EQ and authentic disagreement. Can build genuine rapport, read a room, adapt style, and hold the line when needed without damaging the relationship • Speed, discipline, curiosity, relentless follow-through
Responsibilities
• Own a book of around 20-24 enterprise accounts across Social Care and Hospitality, holding the full post-live customer experience • Build and maintain senior customer relationships at Director level and above (Operations, Finance, HR), acting as the senior escalation point before issues route to the Head of Customer Success • Run the QBR cadence, track realised value continuously, and own renewals end-to-end, making renewals a non-event by the time the conversation happens • Drive proactive value work: account audits, surfacing unused functionality, translating product usage into business outcomes • Identify and progress seat upsells as customers grow; flag broader expansion opportunities to AEs • Manage ongoing customer-side projects (integrations, significant configuration changes) • Hold difficult product feedback conversations with diplomacy. Clear reasoning when something isn't on the roadmap, without damaging the relationship • Bring rigour to communication and organisation across your book: meeting notes, follow-ups, status visibility. Customers should always know where they stand • Shape Customer Success V1. Actively contribute to QBR cadence, health scoring, and escalation framework rather than just operating within them
Benefits
• Salary: CSM £55,000 - Senior CSM £75,000 • Hybrid working: 3+ days per week in the London office • 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 • Annual all expenses paid team retreats • 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.
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