🛠 Tech Stack

💼 About This Role

You'll own the customer experience end-to-end for frontline workforce management platform Sona, leading and scaling a team to build a world-class Success function. Core impact: evolve the operating model from V1 to mature, driving renewal and expansion strategies. This is a rare opportunity to define what Customer Success looks like at a high-growth company with strong foundations.

🎯 What You'll Do

• Lead and develop the CSM team, setting standards for engagement and outcomes
• Carry own book of enterprise accounts, managing senior stakeholder relationships
• Evolve CS operating model from V1 to mature with proactive processes
• Own renewal process end-to-end and drive expansion across customer base
• Define NRR measurement, set targets, and design CSM commercial structure

📋 Requirements

• Built or significantly scaled a customer success function before
• Player-coach level experience leading a team while managing enterprise accounts
• High-growth startup or scale-up experience building without a safety net
• Real experience using AI to improve how a CS team operates

✨ Nice to Have

• Background in workforce management, HR tech, or adjacent enterprise SaaS
• Familiarity with Planhat or similar CRMs

🎁 Benefits & Perks

• 💰 Competitive Base + Bonus: £90K-£115K plus bonus and share options
• 🏖️ 35 days annual leave (25 standard + 10 flexible public holidays)
• 🏥 Comprehensive health insurance
• 👶 Enhanced parental leave & pay
• 📚 Professional development budget and unlimited free books

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 1 hour
3. 3Technical/role-specific interview· 1 hour
4. 4Executive interview· 45 min