Senior Customer Success Manager

Sonder is an Australian-founded employee care platform that gives organisations a single place to support their people’s health, mental wellbeing, and personal safety. Rather than routing employees through fragmented services. Sonder unifies medical advice, mental health support, and safety assistance in one 24/7 mobile app. Employees access the platform directly from their phone. When they reach out, they are connected to real clinicians, nurses, psychologists, and social workers via live chat or phone, typically within 30 seconds. The platform is available around the clock, every day of the year.

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.

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. 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.

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!

Our Company Values ● We focus on impact ● We choose action over perfection ● We navigate the minefields ● We deliver a four-quarter effort ● We are on the journey together

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

About the role

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.

What you’ll be doing

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.

Key responsibilities include:

• 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.

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'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

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 3 days in-office collaboration and 2 days work from home flexibility, empowering you to optim