Senior Customer Success Manager

Sonder is headquartered in Sydney and also operates in New Zealand and the United Kingdom. It is the first technology company to have achieved accreditation from the Australian Council on Healthcare Standards (ACHS), placing it alongside leading hospitals and healthcare institutions in Australia and globally.

Since our founding in 2017, Sonder has experienced rapid growth, expanding operations across Australia, New Zealand, and the UK. Backed by Australia’s leading venture capital firms, Seek and Blackbird, we are well-capitalised and on a mission to scale globally, partnering with corporations, educational institutions,...

That ambition extends to how we run the business. Sonder is actively building toward an AI-native organisation, where automation and intelligent tooling are embedded into how every function operates.

The Senior Customer Success Manager partners with Sonder’s most significant customers to help them better understand and respond to workforce health, safety and wellbeing trends. By combining customer context, workforce intelligence, industry insights and AI-enabled analysis, the role delivers meaningful, evidence-based conversations that support customer decision-making and strengthen the value customers realise from their partnership with Sonder.  
Working closely with senior leaders, the Senior Customer Success Manager translates complex data into clear and actionable recommendations that help customers identify emerging risks, opportunities and priorities within their workforce. Through these strategic engagements, the role contributes to customer retention, satisfaction and growth while reinforcing Sonder’s position as a trusted partner in workplace wellbeing.
Leveraging AI-powered tools and our proprietary workforce intelligence data layer, the Senior Customer Success Manager delivers high-impact customer engagements that support executive decisions, organisational planning and workforce strategy. Working across a portfolio of enterprise customers, the role builds strong partnerships and helps ensure customers derive measurable value from Sonder’s solutions.
As a Senior Customer Success Manager, you'll partner with some of Australia's leading organisations to help them better understand workforce health, safety and wellbeing trends through data-driven insights.
Working with senior executives including HR leaders, CFOs and CEOs, you'll turn complex workforce data into meaningful recommendations that help customers identify risks, improve employee wellbeing and make better business decisions. You'll own relationships across a portfolio of enterprise customers, acting as a trusted advisor while helping clients maximise the value they receive from Sonder's platform and services.
• Leading strategic customer conversations using workforce data, industry insights and AI-powered intelligence
• Building trusted relationships with senior stakeholders across enterprise organisations
• Translating data and trends into practical recommendations and action plans
• Identifying opportunities to expand Sonder's impact within customer organisations
• Partnering with Sales, Product, Data & Insights and Operations teams to deliver exceptional customer outcomes
• Driving customer retention, satisfaction and long-term growth
• Using AI tools and workforce intelligence to prepare insights, monitor customer health and enhance customer engagements
Success in this role means becoming a valued strategic partner to your customers, helping them make informed decisions while delivering measurable business outcomes and long-term value.

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