Senior Customer Success Manager
3 weeks ago
About the Role
At Sonder, we're committed to delivering timely and effective global support to our customers. As a Senior Customer Success Manager, you'll play a critical role in driving successful partnerships by achieving key performance metrics such as Activation, Usage, and Renewals.
Your Key Responsibilities
- Drive customer activation and adoption by creating and executing initiatives in partnership with customers.
- Monitor and analyse key performance indicators to assess customer health and identify areas for improvement.
- Develop customer-centric plans that highlight data insights, leading to renewals and long-term ROI.
- Lead the negotiation and closure of renewals, ensuring seamless transition and ongoing account management.
- Execute onboarding, manage reporting, address queries and requests with high attention to detail.
- Manage change effectively, providing rationale for changes and partnering with key stakeholders to achieve successful outcomes.
- Engage with C-level executives and other key decision-makers to ensure alignment and address their needs effectively.
- Lead and mentor team members to foster a culture of excellence and continuous improvement within the Customer Success team.
- Present and interpret data to drive high levels of customer satisfaction and deliver relevant insights and Customer ROI.
What We're Looking For
We're seeking a highly motivated and experienced professional with a growth mindset and a passion for delivering exceptional customer experiences. You'll have a minimum of 5 years of experience in end-to-end SaaS Customer Success Management or consulting experience, with a strong understanding of our product and a focus on aligning it with each customer's unique business needs.
What We Offer
- A hybrid and flexible working environment that allows 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.
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