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Customer Success Manager
Sona (getsona.com). Own a book of around 20-24 enterprise accounts across Social Care and Hospitality, holding the full post-live customer experience .
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- Hybrid working: 3+ days per week in the London office
- 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
- Annual all expenses paid team retreats
- The latest Macbook and equipment budget for your home office
- Professional development budget
- Unlimited free books
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaScustomer health managementaccount auditsconfiguration changesvalue realizationQBR preparationaccount researchdata analysisproduct demonstrationcomplex product configuration
Soft Skills
relationship buildingdiplomacycommunicationorganizationcuriosityfollow-throughemotional intelligenceadaptabilitytrust buildingproblem-solving