Customer Success Manager at Sonder

Customer Success , Waterloo, Sydney sydney support
Posted 28 days ago

Sonder is an active care technology company that helps organisations improve the wellbeing of their people so they perform at their best. Our mobile app provides immediate, 24/7 support from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives leaders the insights they need to act on tomorrow’s wellbeing challenges today. 

We completed a highly successful Series B capital raise in August 2022.  With operations in Australia, New Zealand and the UK, we are at an exciting time of growth and we invite you to join us on our mission to help organisations around the world create a culture of Active Care.

  • 500,000+ eligible members across multiple countries
  • 300 + team members, as well as an on-the-ground responder network 
  • Trusted by major corporations, education providers, and government agencies

Join Sonder’s innovative movement to provide global support through the right care at the right time and know you are contributing to empowering people to be at their best.

About the role

As a Customer Success Manager, your customer portfolio will be within the Government, Education and Social Services sector. You’ll ensure that our customers achieve success through their partnerships with Sonder, meeting key performance metrics including Activation, Usage, and Renewal. 

What you’ll be doing

  • Driving the adoption and optimal usage of our products within your customer portfolio.
  • Work with the customer and Internal Stakeholders to ensure a smooth, successful & on time onboarding experience that sets the right conditions for a successful ongoing partnership
  • Managing on-time renewals and maintaining a  renewal pipeline.
  • Conducting regular reviews and updates on customer progress and success metrics.
  • Delivering tailored product demonstrations and training to meet specific customer needs.
  • Acting as the primary point of contact for your customers, building strong, lasting relationships.
  • Present and interpret data to drive high levels of customer satisfaction and deliver relevant insights and Customer ROI
  • Be the product expert in new customer meetings, working alongside the Account Executive with the goal to shorten the pre-sales cycle
  • Understand and capture Customer Feedback and Desired Customer outcomes. Use those outcomes to propose solutions to product that would solve customer needs and drive key metrics

Who are we looking for?

The ideal candidate is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Sonder values and love working in a fast-paced, dynamic workplace.

What you bring to the team;

  • 3+ years of experience in Customer Success Management
  • Experience in partnering with Education, Government and Social Services organisations highly desirable
  • Proven track record in driving customer activation and engagement
  • Strong ability to analyse data, provide actionable insights
  • Excellent communication, presentation, and problem-solving skills
  • A growth mindset, with a passion for continuous learning and improvement.
  • Ability to work in a fast-paced and dynamic environment.
  • Results-driven growth mindset, with a focus on delivering value and achieving customer success outcomes.
  • A passion and commitment to continually strive for excellence through a customer-facing lens

Why join Sonder?

You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Customer Success Team and as we continue to grow, there will be plenty of development opportunities.

  • Hybrid working environment + modern office facilities
  • Learning fund - annual contribution + 2 days of study leave to support your personal development
  • Paid parental leave with an attractive return to work policy (e.g. Return to work at 80% for the first 3 months at full pay!)
  • Induction and onboarding designed to make you succeed in your new role
  • Salary packaging and novated leasing 
  • Wellbeing support to invest in your own wellbeing
  • Free coffee Tuesdays and catered lunch on Thursdays
  • Team social fund to connect with your team, plus company wide social events 
  • Dog-friendly office 
  • Volunteer leave - 2 days per year to participate in meaningful causes and contribute back to the community

Check out our life page for more info -

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC