Scaled Customer Success – Automation Program Manager

At Sonder, we believe every person deserves to feel safe, supported, and empowered to be at their best, wherever they are. We're redefining workplace health, safety, and wellbeing through a seamless blend of technology and human expertise. Sonder's mobile platform provides 24/7, real-time support from a dedicated te...

Since our founding in 2017, we've grown rapidly across Australia, New Zealand, and the UK. Backed by Seek and Blackbird, we now support over one million members and 200+ team members globally. We're well-capitalised, scaling fast, and actively building toward an AI-native organisation.

We're looking for a Scaled Tech Touch Program Manager to own how Sonder engages the segment of our customer base that doesn't have a named CSM. You'll design, build and continuously improve the automated journeys — onboarding, health-score triggers, renewal nudges — that make sure those accounts get real value witho...

We're looking for a Scaled Tech Touch Program Manager to own how Sonder engages the segment of our customer base that doesn't have a named CSM. You'll design, build and continuously improve the automated journeys — onboarding, health-score triggers, renewal nudges — that make sure those accounts get real value without a human relationship behind every one. You'll partner closely with Data & Insights, Product and the CSM tiers to keep the automation sharp, catch risk early, and prove what's working with hard numbers rather than instinct.

4+ years in Scaled Customer Success, CS Operations, RevOps or Lifecycle Marketing, with automated customer journeys to show for it
Track record designing and running lifecycle campaigns (email, in-app, onboarding, renewal) at meaningful scale
Hands-on experience with CRM and lifecycle automation tooling, such as HubSpot
Comfortable working directly with account health and usage data to prioritise where automation will actually move outcomes
A systems thinker who optimises for the shape of a population rather than a single account
Experience partnering across Customer Success, Marketing/Activation and Data & Insights on shared programs
Confident running structured experiments — A/B or cohort testing — and retiring what doesn't work
Fluent with AI tools for scaling personalisation and content without adding manual effort