Customer Success Manager

📋 Description

• • Own a book of 20–24 enterprise accounts across Social Care and Hospitality sectors, managing the full post-live customer experience end-to-end.
• • Build and maintain senior-level relationships with customers at Director level and above in Operations, Finance, and HR, serving as the primary escalation point before issues are routed to the Head of Customer Success.
• • Run the Quarterly Business Review (QBR) cadence for all assigned accounts, ensuring consistent tracking of realised value and positioning renewals as non-events through proactive value demonstration.
• • Conduct proactive account health audits, surface underutilised platform features, and translate product usage data into tangible business outcomes for customers.
• • Identify and advance seat upsell opportunities as customers grow, and flag broader expansion opportunities to Account Executives for follow-up.
• • Manage customer-side projects including system integrations and significant configuration changes, ensuring timely delivery and alignment with customer goals.
• • Navigate difficult product feedback conversations with diplomacy, providing clear, respectful reasoning when requested features are not on the roadmap, without compromising customer relationships.
• • Maintain rigorous communication discipline across all accounts: document meeting notes, ensure consistent follow-ups, and provide transparent status updates so customers always know where they stand.
• • Shape the foundational framework of Sona’s Customer Success function—actively contribute to designing QBR cadence, health scoring metrics, and escalation protocols, rather than merely executing predefined processes.
• • Operate in a high-autonomy, rapidly evolving environment; drive outcomes with limited day-to-day coaching during the initial months as the Customer Success function is being built from the ground up.
• • Leverage AI tools daily to enhance customer success outcomes, including automating QBR preparation, conducting account research, drafting communications, and analysing usage patterns.
• • Demonstrate commercial fluency in Net Revenue Retention (NRR) and value realisation metrics, using data to guide strategic account decisions.
• • Treat each account as a long-term asset, cultivating trust through consistent, value-driven engagement rather than transactional interactions only at renewal time.
• • Exercise high emotional intelligence to build authentic rapport, read interpersonal dynamics, adapt communication style, and hold firm on strategic positions without damaging relationships.
• • Function in a high-performance culture that demands elite execution, assumes good intent, and has zero tolerance for internal politics.
• • Work in a hybrid model with 3+ days per week required in the London office, contributing to team cohesion and culture-building in a scaleup environment with 140+ employees.
• • Collaborate closely with Support, Product, and Sales teams to ensure seamless post-sale customer experiences and aligned strategic priorities.
• • Contribute to the V1 of Sona’s Customer Success playbook, influencing processes that will scale across the organisation as it grows from £4.4M ARR to future milestones.