Customer Success Manager

At Sonder, we believe that every person deserves to feel safe, supported, and empowered to be at their best - wherever they are. That’s why 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 team of safety, medical, and mental health professionals - ensuring that our members receive immediate care when they need it most. In critical situations, we go beyond digital support, offering on-the-ground assistance to manage time-sensitive incidents.

By harnessing real-time insights, we enable organisations to take proactive steps toward a healthier, safer future, which leads directly to tangible bottom-line business outcomes.

An Exciting Time to Join Sonder!

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, and government agencies to transform workplace wellbeing at scale.

Our impact and scale:

• 1,000,000+ members across multiple countries
• 200+ team members, plus an extensive network of on-the-ground responders

If you’re passionate about using technology and human expertise to drive meaningful change, join us in shaping the future of workplace wellbeing!

About the role

As a Customer Success Manager at Sonder, your mission is to ensure our customers thrive throughout their journey with us — from smooth onboarding to strong product adoption, active usage, and timely renewal. You’ll manage a dynamic portfolio of SMB and mid-market customers (ranging from 0–1,250 employees), delivering consistent value across a high-volume book of business.

You’ll be measured against core success metrics including activation, usage, and renewal rates. The ability to translate data into clear, actionable insights will be key to demonstrating ROI and maintaining customer satisfaction.

This role is ideal for someone who is collaborative, resilient, and thrives in a fast-paced, ever-changing environment. As our Customer Success function continues to evolve within the SMB and mid-market segments, you’ll bring flexibility, a continuous improvement mindset, and have the opportunity to contribute to  shaping more scalable, efficient ways of partnering with our Customers.
What you’ll be doing

• Own the full lifecycle for a portfolio of SMB and mid-market customers, from onboarding to renewal
• Engage in meaningful and sometimes complex customer conversations, including those relating to mental health and wellbeing, with empathy
• Deliver tailored onboarding, training, and rollout strategies that drive high adoption and customer satisfaction
• Confidently manage commercial conversations including renewals and expansions.
• Support the development of scalable practices that help Sonder transition into an automated, high-efficiency model
• Adapt quickly to change, test new approaches, and help shape Sonder’s evolving Customer Success model
• 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 has a growth mindset and 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;

• 2+ years in a Customer Success or Account Management role within SaaS 
• Experience in HR, workplace wellbeing, safety, or risk management is highly regarded.
• Experience managing a book of SMB or mid-market customers (high-volume, fast-paced environments)
• Strong commercial acumen with confidence in owning renewal conversations and negotiating outcomes
• A proactive self-starter who thrives in ambiguity
• Critical thinker with strong judgment and problem-solving skills
• Comfortable juggling competing priorities while remaining calm and focused under pressure
• Strong ability to analyse data, provide actionable insights
• Excellent communication, presentation, and problem-solving skills
• Results-driven growth mindset, with a focus on delivering value and achieving customer success outcomes.

Why join Sonder?

At Sonder, we thrive in a fast-paced, high-performance environment with a strong commitment to our people. Our team is a collaborative, vibrant group of passionate professionals, dedicated to making a real impact on people’s lives every day.

• Hybrid and flexible working environment. Enjoy the perfect balance of in-office collaboration and work from home flexibility, empowering you to optimise your productivity and work-life balance.
• Gain free access to the Sonder app for you and your family, offering 24/7 on-demand support for health, wellbeing, and safety.
• $1000 annual contribution as part of your development plan + 2 days of study leave
• Paid parental leave with an attractive return to work policy, 12 weeks for Primary Carers and 4 weeks for Secondary Carers, plus our Primary Carers 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. 
• Salary Packaging and novated leasing 
• ​​Access $250 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
• Free coffee on Tuesdays and catered lunch on Thursdays.
• Team social fund to connect with your team, plus monthly 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/

At Sonder, we are committed to fostering a workplace that reflects the rich diversity of the communities we serve. Our members come from all backgrounds, and we know that a diverse team helps us better understand and support their needs. We encourage applications from people of all ages, abilities, cultural backgrounds, gender identities, sexual orientations, and religious beliefs. We are proud to be an inclusive employer and strongly encourage Aboriginal and Torres Strait Islander peoples to apply. We are an equal opportunity employer and all hiring decisions are based on merit, capability, and alignment with the role.

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