Customer Success Manager

Manage enterprise accounts and drive customer success for a growing SaaS company.

• •Sona's Customer Success function is being built from the ground up, managing significant ARR and renewals.
• •This role requires CSMs who can shape the function's direction, owning the post-live customer experience end-to-end for enterprise accounts.
• •Key Responsibilities Own a book of 20-24 enterprise accounts, managing the full post-live customer experience.
• •Build and maintain senior customer relationships at Director level and above.
• •Run the QBR cadence, track realised value, and own renewals end-to-end.
• •Drive proactive value work, identify upsells, and manage ongoing customer-side projects.
• •Shape Customer Success V1 by contributing to QBR cadence, health scoring, and escalation framework.
• •Requirements Experience owning a book of enterprise SaaS accounts.
• •Ability to hold senior customer relationships independently at Director level or above.
• •Operationally responsible for customer health driving renewal outcomes.