Customer Success Manager, Sona
£55-75k
Offers Equity
3+ days a week in office
AI-powered people operating system for frontline teams
Posted today
AI-powered people operating system for frontline teams
101-200 employees
Posted today
£55-75k
Offers Equity
3+ days a week in office
101-200 employees
Company mission
To solve the unique challenges of frontline work with truly intelligent AI that empowers every employee.
Role
Who you are
- 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
What the job involves
- Sona's Customer Success function is being built from the ground up
- We have £4.4M of ARR transitioning from Implementation to Customer Success in the coming months, our first year of renewals at scale, and meaningful seat expansion across the base and 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 20-24 enterprise accounts across Social Care and Hospitality, partnering with Support, Product, and Sales to own the post-live customer experience end to end
- You'll run the QBR cadence, track realised value continuously, and walk into renewal conversations with the case already made
- You'll hold senior customer relationships at Director level and above, navigate difficult product feedback conversations with diplomacy, and progress seat upsells as customers grow
- This is a high-autonomy role joining a function still being shaped
- Some of the accounts you'll inherit are in difficult places
- The Head of Customer Success is being hired in parallel, so the first few months will run with less day-to-day coaching than is typical
- You'll need to be comfortable building alongside us driving outcomes in ambiguity, holding rooms independently, and shipping the V1 of how Customer Success works at Sona
- 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
- 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
Salary benchmarks
Our take
80% of people don’t work at desks, but the technology for deskless workers only attracts 1% of all enterprise software investment. Consequently, little software has been designed to benefit the frontline. Sona is a workforce technology startup setting out to help solve this issue, building an all-in-one platform specially designed to empower frontline workers and help their employers retain staff and operate more efficiently.
By using its app, users can view and claim shifts, communicate with their colleagues, and book holidays. Moreover, Sona has additional modules for HR, Payroll, and Engagement, so customers can manage all of their people operations in one place, or integrate with their existing tools.
Sona is an early-stage startup, yet already counts big names across Social Care, Hospitality, and the Charities sector who have combined to book millions of shifts on the Sona platform.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Apr 2026
$45m
SERIES B
May 2024
$27.5m
SERIES A
Total funding: $81.7m
Company benefits
- Share options
- Remote first and flexible working
- 35 days annual leave (25 days standard plus 10 flexible public holiday days)
- Pension contributions matched up to 5%
- Enhanced parental leave & pay - 26 weeks full pay primary parent / 8 weeks full pay secondary parent
- Co-working space stipend (if you don't live in London)
- Quarterly all expenses paid team retreats
- The latest Macbook and equipment for your home office
- Professional development budget
- Unlimited free books
- Comprehensive health insurance via Bupa
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Ben Dixon
(Co-Founder & CTO)Previously Associate - Consulting at PWC and Software Engineer at Thorlabs. Also, Co-Founder & CTO at Catapult Ventures Limited for 6 years.
Oli Johnson
(Co-Founder)Previously Associate at NEO Capital and Investment Manager at Baugur Group. Co-Founder at Catapult for 6 years.
Steffen Wulff Petersen
(Co-Founder)Previously Investment Banker at Goldman Sachs for 2 years. Since then has been Co-Founder & Managing Director at Lazada Group and Co-Founder at Catapult.
Diversity, Equity & Inclusion at Sona
- Fully remote work and total control over your schedule means you can excel at Sona no matter where, when, or how you like to work. We also offer extended parental leave to everyone.
- We're partnered with the Women in Tech Forum, a membership platform dedicated to supporting and accelerating the careers of women. Optional memberships are available to all women and allies at Sona to access their wide range of events, masterclasses, articles, and more.
- Salary transparency across all of our job postings means your offer is based on your experience and interview performance, not your previous salary or your negotiating skills.
- We use structured interview processes and assessment criteria to remove as much bias from our process as possible
- We do all of our collaborative work in public channels, which means everyone gets a say and the recognition they deserve, and nobody's out of the loop.
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