Sona - Customer Success Manager
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)
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
Benefits
• 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.
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