Sona (getsona.com)

Customer Success Manager

• 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

Business Development Rep

• Run outbound to Directors and C-Suite operators in US Hospitality and Retail businesses.
• Book qualified meetings for the US AE team, working from named-account lists alongside self-sourced opportunities.
• Test messaging, channels, and sequences. Figure out what gets a response, share it with the team, kill what doesn't work.
• Run early discovery on inbound and outbound conversations to qualify fit before AE handover.
• Partner with marketing on campaigns, events, and content. Bring back signal from the field on what prospects actually care about.
• Represent Sona at US trade shows and industry events.

Business Development Representative

Account Executive

• Drive revenue growth within mid-enterprise segments in your frontline sectors (Hospitality or Retail).
• Own the full sales cycle from strategic prospecting to closing, ensuring accurate forecasting and pipeline management.
• Build deep relationships with key decision-makers and stakeholders in target accounts, positioning Sona as a must-have solution.
• Be the face of Sona at industry events and conferences across the US, driving pipeline activity and elevating our brand.
• Collaborate cross-functionally with Marketing, Customer, and Product teams to refine campaigns, enhance onboarding, and provide market insights that shape our product roadmap.

Support Engineer

• Provide technical support to US customers via email and live chat, troubleshooting and diagnosing complex software issues and escalating to developers where needed
• Support customers through configuration, data uploads, and pre-launch UAT
• Act as subject matter expert on Sona's products, providing guidance to customers and internal teams
• Build and maintain intuitive support flows and keep the knowledge base updated as the product evolves
• Feed customer insights and feedback to the Product team to help us build a better product
• Help shape and document how support runs in the US as we grow the team around you

Customer Success Manager

Business Development Representative

Account Executive

Technical Support Engineer