Customer Success Manager full_time

The real economy employs 3 billion people in frontline jobs, yet frontline teams are still left to choose between paper and Excel or decade-old workforce management solutions to take care of the most important part of their businesses – their people.

Enter Sona, the Frontline Operating System; an end-to-end platform to manage a shift-based workforce and empower teams. Sona upgrades the functionality you expect from any workforce management software – including scheduling, time & attendance, HR, and Payroll – with industry-specific plugins, dedicated features to empower staff, and a consumer-grade experience that simplifies frontline work for everyone.

In just three years, we’ve already made a deep impact on the lives of tens of thousands of frontline workers and the operation of their organisations. We’ve grown the team to 100+, and following our recent $27.5M Series A fundraise, have secured the backing of notable VC’s including Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, and Notion Capital plus notable angels like Tom Blomfield (Monzo).

About The Role

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. 

This role will involve:

• 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.

You Should Apply If You

• 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.

Required Skills and Experience

We are looking for someone who has

• 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.

We’d Feel Especially Lucky If You Also Have

• Previous experience in Social Care or Workforce Management industries

• Previous experience working with & supporting highly technical products

• Familiarity with applied usage of graphics interchange format files

• Are London based and excited about being in our new office in Fitzrovia a couple of days per week (We are fully flexible and remote first, but it’s fun to be in the office together)

What We Can Offer You

• Salary: £55,000 – £75,000 + revenue based bonus

• Share options

• Flexible Working

• 35 days annual leave (25 days standard plus 10 flexible public holiday days)

• Pension contributions matched up to 5%

• Comprehensive Health Insurance via Bupa

• Enhanced parental leave & pay

• Co-working space stipend 

• Two all expenses paid team retreats per year

• The latest Macbook and equipment for your home office

• Professional development budget

• Unlimited free books