Customer Success Manager

Summary

Join Sona's quickly growing Customer Success team as a Customer Success Manager and make a significant impact. You will be responsible for Net Revenue Retention & Account Expansion for a portfolio of Enterprise Customers in the Social Care industry, acting as a trusted advisor to maximize their use of the Sona platform. This role requires strong communication, analytical, and problem-solving skills, along with at least 3 years of experience in customer-facing roles. You will drive adoption, engagement, and expansion opportunities, advocating for customers and fostering strong relationships. Sona offers competitive salary, benefits, flexible working, and professional development opportunities.

Requirements

• Have 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)
• Have a Growth Mindset with a proven track record of driving adoption, expansion and net revenue retention
• Possess strong Communication Skills, comfortable working with senior leaders and presenting strategic plans
• Have a Tech-Savvy & Analytical Mindset, using customer data to drive adoption, prevent churn, and spot opportunities for growth; knowing how to cultivate and monitor customer health scores

Responsibilities

• Be responsible for Net Revenue Retention & Account Expansion for a portfolio of Enterprise Customers
• Become a true Sona and Social Care industry expert
• Be a Trusted Product Expert, specializing in working with enterprise clients in the Care Industry, supporting them by understanding individual customer goals and applying best practices with your deep knowledge of Sona
• Drive Adoption & Engagement by regularly meeting with customers, reviewing progress, discussing successes or challenges, and driving action; helping customers get the most out of the platform by proactively identifying improvement opportunities
• Drive Expansion & Upsell opportunities by understanding how customers manage their workforces, identifying opportunities for adoption of further Sona solutions, and positioning how Sona can drive further value
• Advocate for Our Customers by being the dedicated champion and point of contact, fostering a proactive, warm and strategic partnership with customers and ensuring customer needs and feedback are prioritized

Preferred Qualifications

• Have previous experience in Social Care or Workforce Management industries
• Have previous experience working with & supporting highly technical products
• Be familiar with applied usage of graphics interchange format files
• Be 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)

Benefits

• 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