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.

• 800,000+ 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 Senior Customer Success Manager, you will own the end-to-end customer journey, from pre-sales through to renewals, for a portfolio of Enterprise customers.. You’ll be instrumental in driving  successful partnerships by achieving key performance metrics such as Activation, Usage, and Renewals.

With a deep understanding of our product and a focus on aligning it with each customer’s unique business needs, you’ll deliver valuable insights and actionable strategies to drive long-term success and ROI.

What you’ll be doing

• Drive customer activation and adoption by creating and executing initiatives in partnership with customers.
• Monitor and analyse key performance indicators to assess customer health and identify areas for improvement.
• Develop customer-centric plans that highlight data insights, leading to renewals and long-term ROI.
• Lead the negotiation and closure of renewals, ensuring seamless transition and ongoing account management.
• Execute onboarding, manage reporting, address queries and requests with high attention to detail.
• Manage change effectively, providing rationale for changes and partnering with key stakeholders to achieve successful outcomes.
• Engage with C-level executives and other key decision-makers to ensure alignment and address their needs effectively.
• Lead and mentor team members to foster a culture of excellence and continuous improvement within the Customer Success team.
• Present and interpret data to drive high levels of customer satisfaction and deliver relevant insights and Customer ROI

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;

• Minimum 5  years of experience in end to end  SaaS Customer Success Management or consulting experience 
• Experience in HR, workplace wellbeing, safety, or risk management is highly desirable 
• Ability to interpret complex customer data, present actionable insights back and add value to our customers.
• Thrives  in a fast-paced, growth-oriented environment
• Strong communication, negotiation, and problem-solving skills
• Ability to map the customer’s business problem, to Sonder’s product capability, and propose solutions to customers
• Learning mentality with constant drive to understand, iterate and be best in class

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!)
• Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success 
• 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 - https://www.linkedin.com/company/sondersafe/life/

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

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