Head of Customer Success - Mid-Market

At Sonder, we help organisations improve the health, safety and wellbeing of their people, empowering them to be at their best. Our mobile app provides immediate, 24/7 support to our members 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 our customers the insights they need to act on tomorrow’s wellbeing challenges today.
Founded in 2017, Sonder has rapidly expanded with operations in Australia, New Zealand, and the UK. After a highly successful Series B capital raise in August 2022, we are scaling globally to make a positive impact on our customers and their people. Our approach is both technology-driven and human centred aiming to transform workplace wellbeing with accessible, preventive care.

• 900,000+ eligible members across multiple countries
• 200 + team members, as well as an on-the-ground responder network 
• Partnerships with major corporations, education providers, and government agencies 

Join Sonder’s mission to deliver timely and effective global support, and contribute to empowering people to be at their best.

About the role

As the Head of Customer Success - Mid Market, you’ll lead and develop a team of Customer Success Managers  to deliver outstanding outcomes for Sonder’s customers. You will play a key role in driving scalability to support our growing customer base. By owning the customer journey from onboarding through to renewal, you will drive initiatives that enhance product adoption, build meaningful customer partnerships, and contribute to Sonder’s commercial success.
We are looking for a strategic and commercially minded leader who is able to deliver exceptional results for Sonder and our Customers.
What you’ll be doing

• Lead, train, and mentor a team of Customer Success Manager, fostering a high-performance culture
• Develop and implement customer success playbooks to drive best practices
• Own the customer journey for Mid Market & SMB customers, focusing on activation, utilisation, CSAT, and renewals
• Develop scalable systems, tools, and processes, including a self-serve model for SMB and Mid Market customers
• Drive retention, renewal, and expansion efforts, contributing to overall business growth
• Collaborate across teams to enhance operational efficiencies and customer outcomes
• Understand customers Business and People & Culture strategy, priorities, risks and controls relating to wellbeing, and work health and safety
• Create customer engagement initiatives to drive product adoption and demonstrate long-term value
• Develop and execute renewal strategies to meet NRR targets

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;

• 6+ years of experience in Customer Success, consulting, or a similar role within a scaling environment
• Proven leadership and coaching experience, with a track record of managing high-performing teams
• Experience working with products considered "nice to have" is highly desirable
• Strong data analysis skills, with the ability to interpret and draw insights from customer product usage data and feedback to inform engagement strategies and playbooks
• A passion for innovation, continuous improvement, and staying ahead of industry trends.
• Demonstrated experience in transforming a Customer Success team to operate with high efficiencies and automations without sacrificing on customer satisfaction
• Thrives in fast-paced, dynamic environments, bringing a commercial and strategic approach.
• Results-driven mindset, with a focus on delivering value and achieving customer success outcomes.
• Proven track record in managing high volume renewals against NRR targets and mitigation of customer churn 

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 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/

Sonder is committed to creating an inclusive and diverse workplace for everyone. We offer equal opportunities to all, regardless of race, gender, age, disability, political beliefs, sexual orientation, or any protected status. All qualified applicants are encouraged to apply and join us in fostering a respectful and empowering environment.

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