Head of Customer Success

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people. Enter Sona: the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams. In under 5 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 140+, and secured over $100M in funding from notable VC's, including our Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures (Google). It’s a hugely exciting time to be joining the team as we’re still small enough that you’ll have a significant impact on the company’s growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here https://getsona.notion.site/Working-at-Sona-4e3c00206c414d8c9eb9b7a617cdc6d7. About the Role At Sona, we serve some of the largest and most complex frontline workforces in the world, and their experience with Sona shapes whether our mission lands. As our first Head of Customer Success, you'll own that experience end-to-end: leading and growing the CSM team with the primary goal of evolving our Success function to be truly world class. If you want to inherit a polished machine, this isn't the right fit. Instead, it's a rare opportunity to take the strong foundations of great people, real customer relationships, and a V1 operating model, and define what Customer Success looks like at Sona for years to come. Responsibilities - Lead and develop the CSM team, setting standards for customer engagement, relationship quality, and commercial outcomes - Carry your own book of enterprise accounts, managing relationships at senior stakeholder level - Evolve the CS operating model from V1 to mature - taking the existing playbooks, QBR framework, health scoring (Planhat + NPS), and escalation and renewal processes and developing them into something more proactive, structured, and strategically valuable - Own the end-to-end customer experience post-implementation, working closely with Implementation and Support to ensure every touchpoint feels coherent - Own the renewal process end-to-end and drive expansion across the customer base, building the playbooks, sequencing, and partner motions that make this repeatable - Define how NRR is measured and run, set the targets, and design the CSM commercial structure (roles, accountability, and compensation) that drives the team to hit them - Act as the senior escalation point for at-risk accounts and complex customer situations - Bring AI-first thinking to how the team operates - using AI tools to improve proactive relationship management, customer intelligence, and team efficiency Requirements - You've built or significantly scaled a customer success function before - not just run one that was already established - You're comfortable at the player-coach level: leading a team while managing your own enterprise accounts - You've worked in a high-growth start-up or scale-up and know what it means to build without a safety net - You have real experience using AI to improve how a CS team operates - this isn't a nice-to-have - You're a confident communicator at C-suite level, both in building relationships and in navigating difficult conversations - You're genuinely curious about customers - their operations, their problems, their people - and that curiosity shows in how you work - Bonus: background in workforce management, HR tech, or adjacent enterprise SaaS; familiarity with Planhat or similar CRMs Benefits - Salary: £90,000