Job Overview
Location
Hybrid - London
Job Type
Full-time
Category
Customer Success
Date Posted
May 10, 2026
Full Job Description
đź“‹ Description
- • As the first Head of Customer Success at Sona Technologies Inc., you will own the end-to-end customer experience post-implementation, leading and growing the CSM team to evolve the Success function into a truly world-class operation that directly impacts the mission of empowering frontline workers globally.
- • Day to day, you will lead and develop the CSM team, manage your own book of enterprise accounts at senior stakeholder level, evolve the CS operating model from V1 to mature, own renewal and expansion processes, define NRR measurement and commercial structure, act as senior escalation point for at-risk accounts, and integrate AI-first thinking into team operations to improve proactive relationship management and efficiency.
- • Sona Technologies Inc. is a fast-growing, AI-native frontline workforce management platform serving some of the largest and most complex frontline workforces in the world, with over 100k frontline workers impacted, 140+ employees, and over $100M in funding from top-tier VCs including N47, Felicis, Northzone, and Gradient Ventures (Google). The company offers a unique blend of startup agility and structured leadership, enabling significant impact on growth trajectory and culture.
- • In this role, you will have the rare opportunity to define what Customer Success looks like at Sona for years to come, build scalable playbooks and processes, drive NRR and expansion, shape team structure and compensation, and develop leadership expertise in a high-growth, AI-driven SaaS environment while working closely with Implementation, Support, and Product teams to ensure coherent customer journeys.
🎯 Requirements
- • Built or significantly scaled a customer success function before, not just run an established one
- • Comfortable at the player-coach level: leading a team while managing own enterprise accounts
- • Experience working in a high-growth start-up or scale-up environment
- • Real experience using AI to improve how a CS team operates
- • Confident communicator at C-suite level, both in building relationships and navigating difficult conversations
- • Genuine curiosity about customers’ operations, problems, and people, demonstrated in work approach
🏖️ Benefits
- • Salary: £90,000 - £115,000 base, plus bonus
- • 35 days annual leave (25 days standard plus 10 flexible public holiday days)
- • Share options
- • Pension contributions matched up to 5%
- • Comprehensive health insurance
- • Professional development budget
Skills & Technologies
About Sona Technologies Inc.
Sona Technologies provides a cloud-based workforce management platform designed for frontline employees. The software handles scheduling, time and attendance, absence management, and real-time staffing analytics through mobile and web interfaces. It integrates with existing HR and payroll systems, supports compliance with labor regulations, and offers demand forecasting tools. Founded in London in 2020, the company serves retail, hospitality, healthcare, and logistics sectors across the United Kingdom and Europe.
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