Customer Success Manager

Running a frontline business is an operational puzzle most software has never touched. Shift-by-shift labour costs, compliance that changes by region and by role, and margins thin enough that a badly built rota can sink a quarter. It's a harder problem than most white-collar SaaS, and yet frontline sectors employ 80% of the global workforce and have received about 1% of the last decade's software investment. We think AI is what makes the problem solvable; better software alone wasn't enough. Frontline organisations sit on enormous amounts of operational data. Used properly, that data lets agents take on real parts of running the business rather than just reporting on it. That's what we're building at Sona, and it's early enough that the systems you build now will still be foundational in three years. We've raised over $100M from N47, Felicis, Gradient and Northzone, signed more than 100 enterprise customers across the UK and US, and opened offices in London, New York, Austin and Lisbon. More on working at Sona here. About the RoleSona's Customer Success function is being built from the ground up. $Millions of ARR is moving from Implementation to Customer Success, we're heading into our first year of renewals at scale, and there's meaningful seat expansion across the base. We need CSMs who can shape what good looks like, not operate inside a playbook someone else wrote. You'll own a book of around 20-25 enterprise accounts across social care, hospitality and retail, partnerin