Head of Customer Success

Lead and evolve the customer success function at Sona.

• •As our first Head of Customer Success, you'll own the customer experience end-to-end: leading and growing the CSM team with the primary goal of evolving our Success function to be truly world class.
• •Key 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 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