Senior Customer Success Manager - 12 month FTC at Sonder

Customer Success , Waterloo, Sydney sydney support
Posted a month 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 Senior Customer Manager, you’ll own the customer portfolio for the Education Government and Social Services sector. This pivotal role is designed to ensure that our customers achieve success through their partnerships with Sonder, meeting key performance metrics including Activation, Usage, and Renewal. As a Senior CSM, you will develop a deep understanding of our product and our customers' businesses and their needs. Your expertise in stakeholder management will be essential in securing and executing renewals.

You will be lead a team of 2 Customer Success Manager and provide mentorship, lead initiatives and have a significant impact.

This role is a 12 month fixed term contract.

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 Customer Success Management, preferably experience partnering with the education, government, or insurance sectors
  • Proven track record of successful contract negotiations and customer renewals
  • Demonstrated ability to drive product activation and uptake
  • 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

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
  • 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 

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