sona - Head of Customer Success

London, UK, United Kingdom£90k - £115k/year+ Equity1mo ago

In Office Director EMEA Software Head of Customer Success Customer Success Team Management Coaching Stakeholder Management Account Management

Requirements

• You've built or significantly scaled a customer success function before - not just run one that was already established • You're comfortable at the player-coach level: leading a team while managing your own enterprise accounts • You've worked in a high-growth start-up or scale-up and know what it means to build without a safety net • You have real experience using AI to improve how a CS team operates - this isn't a nice-to-have • You're a confident communicator at C-suite level, both in building relationships and in navigating difficult conversations • You're genuinely curious about customers - their operations, their problems, their people - and that curiosity shows in how you work • Bonus: background in workforce management, HR tech, or adjacent enterprise SaaS; familiarity with Planhat or similar CRMs

Responsibilities

• Lead and develop the CSM team, setting standards for customer engagement, relationship quality, and commercial outcomes • Carry your own book of enterprise accounts, managing relationships at senior stakeholder level • Evolve the CS operating model from V1 to mature - taking the existing playbooks, QBR framework, health scoring (Planhat + NPS), and escalation and renewal processes and developing them into something more proactive, structured, and strategically valuable • Own the end-to-end customer experience post-implementation, working closely with Implementation and Support to ensure every touchpoint feels coherent • Own the renewal process end-to-end and drive expansion across the customer base, building the playbooks, sequencing, and partner motions that make this repeatable • Define how NRR is measured and run, set the targets, and design the CSM commercial structure (roles, accountability, and compensation) that drives the team to hit them • Act as the senior escalation point for at-risk accounts and complex customer situations • Bring AI-first thinking to how the team operates - using AI tools to improve proactive relationship management, customer intelligence, and team efficiency

Benefits

• Salary: £90,000 - £115,000 base, plus bonus • Based in our London office, with regular travel to customer sites across the UK • 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 • Co-working space stipend for those based outside London • Bi-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.