Enterprise CS Manager – AI-Powered Success & Renewals

Sona; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

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Hybrid work

Pension matched

Health insurance

Parental leave

Workplace nursery

Home office budget

Professional development budget

Unlimited books

MacBook & equipment budget

Team off-sites

Travel to customers

Job summary

Sona in London is seeking a Customer Success Manager to own a book of 20–25 enterprise accounts across social care, hospitality and retail, partnering with Support, Product and Sales to own the post-live customer experience end to end.

This on-site role is four days a week in the London office or with customers, with one day working from home, and regular travel across the UK. You’ll drive renewals, value realisation and expansion opportunities while shaping how CS works at Sona.

Qualifications

• Owned a book of enterprise SaaS accounts (CSM roles or equivalent).
• Made Director-level relationships independently and ensured customer health for renewals.
• Commercially fluent around NRR and value realisation.
• Skilled with complex SaaS products and translating capability into business value.
• Experience in a scaleup where processes were evolving.
• Daily use of AI tools in CS work.

Responsibilities

• Own senior customer relationships at Director level and above in person and via video.
• Run the QBR cadence and own renewals end to end.
• Drive proactive value work and translate product usage into business outcomes.
• Progress seat upsells and flag expansion opportunities.
• Hold difficult conversations with diplomacy and include non-roadmap feedback.
• Manage customer-side projects such as integrations and configuration changes.
• Help shape how CS works at Sona, including health scoring and escalation.

Skills

Enterprise SaaS

Director-level relations

NRR focus

AI tools usage

Scaleup experience

Relationship management

Business value storytelling

Tools

Planhat

Salesforce

Job description

Sona in London is seeking a Customer Success Manager to own a book of 20–25 enterprise accounts across social care, hospitality and retail, partnering with Support, Product and Sales to own the post-live customer experience end to end.

This on-site role is four days a week in the London office or with customers, with one day working from home, and regular travel across the UK. You’ll drive renewals, value realisation and expansion opportunities while shaping how CS works at Sona.