Customer Analyst

Customer Success Manager

Sona

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. About the Role Sona's Customer Success function is being built from the ground up. We have £4.4M of ARR transitioning from Implementation to Customer Success in the coming months, our first year of renewals at scale, and meaningful seat expansion across the base and 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 20-24 enterprise accounts across Social Care and Hospitality, partnering with Support, Product, and Sales to own the post-live customer experience end to end. You'll run the QBR cadence, track realised value continuously, and walk into renewal conversations with the case already made. You'll hold senior customer relationships at Director level and above, navigate difficult product feedback conversations with diplomacy, and progress seat upsells as customers grow. This is a high-autonomy role joining a function still being shaped. Some of the accounts you'll inherit are in difficult places. The Head of Customer Success is being hired in parallel, so the first few months will run with less day-to-day coaching than is typical. You'll need to be comfortable building alongside us driving outcomes in ambiguity, holding rooms independently, and shipping the V1 of how Customer Success works at Sona. We're a high-performance team. Everyone holds an important seat and is expected to perform at an elite level. We have each other's backs, we assume good intent, and we have zero space for internal politics. If that's your default, you'll thrive here. Responsibilities  * Own a book of around 20-24 enterprise accounts across Social Care and Hospitality, holding the full post-live customer experience * Build and maintain senior customer relationships at Director level and above (Operations, Finance, HR), acting as the senior escalation point before issues route to the Head of Customer Success * Run the QBR cadence, track realised value continuously, and own renewals end-to-end, making renewals a non-event by the time the conversation happens * Drive proactive value work: account audits, surfacing unused functionality, translating product usage into business outcomes * Identify and progress seat upsells as customers grow; flag broader expansion opportunities to AEs * Manage ongoing customer-side projects (integrations, significant configuration changes) * Hold difficult product feedback conversations with diplomacy. Clear reasoning when something isn't on the roadmap, without damaging the relationship * Bring rigour to communication and organisation across your book: meeting notes, follow-ups, status visibility. Customers should always know where they stand * Shape Customer Success V1. Actively contribute to QBR cadence, health scoring, and escalation framework rather than just operating within them   Requirements You'll need as many of the below: * Owned a book of enterprise SaaS accounts (CSM, Solutions Architect, Pre-Sales, Implementation Consultant, or PM background) * Held senior customer relationships independently at Director level or above * Operationally responsible for the customer health that drives renewal outcomes * Confident in complex SaaS products. Can demo, discuss configuration trade-offs, and translate capability into business value * Operated in a scaleup with V1, evolving process. Comfortable shipping in ambiguity * High AI proficiency. Uses AI tools daily to drive customer success outcomes (QBR prep, account research, drafting comms, analysis). * Commercial fluency around NRR and value realisation. * Investment mindset. Treats each account as an asset to grow over years, continuing to build trust between asks rather than only when something is needed * EQ and authentic disagreement. Can build genuine rapport, read a room, adapt style, and hold the line when needed without damaging the relationship * Speed, discipline, curiosity, relentless follow-through   Benefits * Salary: £55,000 - £75,000 * Hybrid working: 3+ days per week in the London office * Share options * 35 days annual leave (25 days standard plus 10 flexible public holiday days)  * Extra day of leave for every year of service * Pension contributions matched up to 5% * Comprehensive health insurance * Enhanced parental leave & pay * Annual all expenses paid team retreats * The latest Macbook and equipment budget for your home office * Professional development budget * Unlimited free books Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.

Concierge Specialist IV

Coinbase

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase. As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption. What you'll do: * Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all products and services. * Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes. * Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs. * Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase. * Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team. Required Skills and Experience: * 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products. * Professional fluency in both French and English, with the ability to communicate confidently in a business and customer-facing capacity. * Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end. * Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain. * Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends. * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Job ID: P77142 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding equity and bonus): £52,920—£58,800 GBP * Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. * Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. * US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation. * Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial. * Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.

Concierge Specialist IV

Coinbase

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase. As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption. What you'll do: * Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all products and services. * Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes. * Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs. * Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase. * Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team. Required Skills and Experience: * 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products. * Professional fluency in both Mandarin and English, with the ability to communicate confidently in a business and customer-facing capacity. * Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end. * Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain. * Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends. * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Job ID: P77140 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding equity and bonus): £52,920—£58,800 GBP * Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. * Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. * US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation. * Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial. * Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.