Senior Customer Success Manager

About Sonder

Sonder is an Australian-founded platform dedicated to employee care, providing a unified solution for health, mental wellbeing, and personal safety support. The platform integrates medical, psychological, and safety services accessible through a 24/7 mobile app, connecting employees with real clinicians and support staff within approximately 30 seconds. Operating in Australia, New Zealand, and the UK, Sonder is accredited by the Australian Council on Healthcare Standards and backed by leading venture capital firms.

Role Overview

The Senior Customer Success Manager serves as a strategic partner for Sonder's major clients, leveraging AI and proprietary workforce intelligence to deliver data-driven insights. These insights help clients comprehend workforce health and safety trends, enabling actionable recommendations that support informed decision-making and enhance employee wellbeing. The position involves working with senior leaders to translate complex data into clear strategies, contributing to customer retention and growth.

Key Responsibilities

• Lead strategic dialogues with customers using workforce analytics, industry insights, and AI tools
• Establish and maintain trusted relationships with senior stakeholders in enterprise organizations
• Convert complex data into practical recommendations and actionable plans
• Identify and drive opportunities to grow Sonder's presence within customer organizations
• Collaborate with cross-functional teams including Sales, Product, Data, and Operations to deliver outstanding customer results
• Enhance customer retention, satisfaction, and long-term growth
• Utilize AI and workforce intelligence platforms to prepare insights, monitor client health, and enrich engagements

Candidate Profile

• At least five years of comprehensive experience in SaaS Customer Success Management or consulting
• Background in HR, workplace wellbeing, safety, or risk management is highly regarded
• Competent in interpreting complex customer data and delivering valuable insights
• Comfortable in fast-moving, growth-driven environments
• Excellent communication, negotiation, and problem-solving abilities
• Able to align customer challenges with Sonder’s solutions and propose effective strategies
• Driven by continuous learning and a growth mindset to strive for excellence

Company Culture and Benefits

• Hybrid work model with three days in-office and two days remote work weekly
• Complimentary access to the Sonder app for employees and their families
• Annual $1000 development fund plus two days of study leave
• Paid parental leave: 12 weeks for primary carers and 4 weeks for secondary, with an 80% return-to-work policy for primary carers for the first three months at full pay
• Participation in an Employee Share Option Plan (ESOP)
• Options for salary packaging and novated leasing
• $250 annual wellbeing fund for personalized support
• Weekly free coffee and catered meals in the office
• Funds available for team social events and company-wide gatherings
• Dog-friendly workplace environment
• Two days of volunteer leave annually to support meaningful causes

Additional Information

Sonder values inclusivity and provides equal employment opportunities regardless of personal characteristics or beliefs. All prospective employees must complete a National Police Check and Working With Children Check due to the industry nature.