Customer Success Manager, Sona

• Love Building Relationships: Whether it’s with customers or internal teams, you’re great at building trust, communicating openly, and collaborating to solve problems. Through strong customer rapport, you’re skilled at building levels of satisfaction and engagement that lead to happy, reference-able customers
• Are excited about growth and impact: You’re excited about all the ways you can influence and help drive value for your customers, you want to see the customer grow with Sona and you love being able to measure the impact you have had on this relationship through revenue growth
• Take Ownership: You’re self-motivated, love taking initiative, and feel excited about helping shape the future of the Customer Success team in a fast-growing company
• Enjoy Problem-Solving: You have a solutions-first attitude, and you're always thinking about the bigger picture to find creative ways to make customers successful. You feel comfortable identifying challenges early and working with internal teams to find smart, scalable solutions that help customers stay on track and achieve their goals
• Thrive in a Fast-Paced Environment: You’re adaptable, excited to learn, and comfortable working in a rapidly changing startup environment. We’re still writing our Customer Success playbook and you’ll fit right in if you find this exciting instead of daunting
• Customer Success Experience: You’ve got at least 3 years of experience in strategic customer-facing roles like Customer Success, Account Management, Sales Management, or Consulting (preferably supporting a technical product in a SaaS B2B environment)
• Growth Mindset: As we grow, so do our customers! You’ve got a proven track record of driving adoption, expansion and net revenue retention across a dedicated book of business and a knack for identifying opportunities for customers to increase the value they receive from a SaaS-based business
• Strong Communication Skills: You’re comfortable working with senior leaders, including C-level execs. You can present and discuss strategic plans, review business goals, and offer high-level guidance. Internally, you’re clear, concise, and comfortable collaborating across teams to get things done
• A Tech-Savvy & Analytical Mindset: You’re data-driven and can use customer data to uncover insights that will help drive adoption, prevent churn, and spot opportunities for growth. You know how to cultivate and monitor customer health scores to ensure long-term success

Desirable

• Customer Success is a small, quickly growing team at Sona and it’s a hugely exciting time to be joining; we’re still small enough that you’ll have a significant impact on the company and culture, yet large enough that we have a great structure, experienced leaders and world-class benefits in place
• As a Customer Success Manager at Sona you’ll be responsible for Net Revenue Retention & Account Expansion for a portfolio of Enterprise Customers. You will be the trusted advisor who helps our Customers maximise the value from the Sona while identifying and driving upsell opportunities to further improve how they manage their workforce operations
• As a Customer Success Manager you will need to become a true Sona and Social Care industry expert, who is genuinely interested in how Social Care companies can use technology to improve their workforce operations
• Being a Trusted Product Expert: You will be specialising in working with enterprise clients in the Care Industry, many of whom are undergoing the first digital transformation process across their operations. You will be supporting them by understanding individual customer goals and applying best practices with your deep knowledge of Sona
• Driving Adoption & Engagement: You will be regularly meeting with your customers to review progress, discuss successes or challenges, and drive action
• You’ll also be helping customers to get the most out of our platform by proactively identifying improvement opportunities that drive usage and adoption, suggesting use cases that align with their needs, and guiding them through their journey with Sona
• Driving Expansion & Upsell opportunities: You will make it your business to understand how your customers manage their workforces, their main challenges, and which other workforce management products they use
• When there is an opportunity for adoption of further Sona solutions (eg HR, Payroll, Comms, Compliance) you’ll proactively identify and position how Sona can drive further value for them across additional product offerings
• Advocating for Our Customers: You will be the dedicated champion and point of contact, fostering a proactive, warm and strategic partnership with customers. CSMs embody the voice of the customer by ensuring the needs, views and feedback from customers is at the forefront as we’re consistently improving our product and service offerings