Customer Success Manager at Sona

📋 Description

• Own 20-24 enterprise accounts; manage post-live experience
• Maintain senior relationships at Director level+; escalate when needed
• Run QBR cadence, track value; own renewals end-to-end
• Drive proactive value: audits, surface unused functionality, translate usage to outcomes
• Identify/progress seat upsells; flag expansion to AEs
• Manage customer-side projects (integrations, significant configuration changes)

🎯 Requirements

• Own a book of enterprise SaaS accounts (CSM/SA/Pre-Sales/Impl/PM)
• Senior relationships at Director level+ independently
• Responsible for customer health driving renewal outcomes
• Confident in complex SaaS; can demo, discuss trade-offs; translate to value
• Experience in scaleups; able to ship in ambiguity
• High AI proficiency; uses AI tools for CS outcomes

🎁 Benefits

• Salary: CSM £55,000 - Senior CSM £75,000
• 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%