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Lead Customer Success Operations Analyst
2 months ago
About Sonder
Sonder is a pioneering technology firm dedicated to enhancing the wellbeing of individuals within organizations, ensuring they can perform at their peak. Our mobile application offers immediate, round-the-clock assistance from a dedicated team of safety, medical, and mental health experts, along with on-site support for urgent situations. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform equips leaders with the insights necessary to proactively address future wellbeing challenges.
Having successfully completed a significant capital raise, we are expanding our operations across Australia, New Zealand, and the UK, and we invite you to be part of our mission to foster a culture of Active Care worldwide.
- Over 800,000 eligible members across various nations
- A diverse team of 300+ professionals, complemented by a network of on-ground responders
- Trusted by leading corporations, educational institutions, and government bodies
Role Overview
As the Senior Analyst for Customer Success Operations, your primary responsibility will be to empower the Customer Success function through insightful analysis and valuable insights that inform decision-making processes.
You will refine and enhance processes to guarantee exceptional value delivery to our clients while overseeing the systems, procedures, and administrative tasks that boost the team's overall efficiency and effectiveness.
Your analytical insights will play a crucial role in driving strategic initiatives and fostering continuous improvement within our Customer Success team.
Key Responsibilities
- Develop and enhance scalable, automated playbooks and workflows for the Customer Success team.
- Analyze and provide insights into Customer Success performance metrics.
- Establish and continuously refine Customer Success processes.
- Ensure data accuracy in Customer Success tools and forecast team capacity requirements.
- Conduct customer segmentation and revenue analysis.
- Create dashboards for monitoring key performance indicators (KPIs) and overall performance.
- Manage and optimize Customer Success systems, workflows, and integrations to enhance operational efficiency.
- Facilitate training sessions for the Customer Success team regarding any changes or new product developments.
Candidate Profile
The ideal candidate is driven, self-motivated, and takes pride in delivering high-quality work consistently. Above all, you will embody the values of Sonder and thrive in a fast-paced, dynamic environment.
Qualifications and Skills
- A minimum of 4 years in a similar role within a SaaS environment.
- Proficiency in data visualization tools such as Tableau.
- Strong analytical and problem-solving capabilities.
- Extensive experience in process mapping and optimization.
- Ability to communicate effectively with both technical and non-technical audiences.
- Solid understanding of Customer Success operations and the customer lifecycle.
- Strong skills in Excel and financial modeling.
- Ability to translate data insights into actionable strategies for capacity planning and scaling the Customer Success function.
- Comfortable navigating ambiguity.
- Customer-centric approach with a commercial mindset.
- Proficiency in data analytics tools and CRM software (e.g., Hubspot, Planhat).
- Demonstrated experience in a rapidly changing environment within a growing business.
Why Choose Sonder?
At Sonder, you will collaborate with a vibrant and passionate team of experienced professionals, both within and outside the Customer Success Team. As we continue to grow, numerous development opportunities will be available.
- Hybrid working model with modern office facilities.
- Annual learning fund contribution and two days of study leave to support your personal development.
- Paid parental leave with an attractive return-to-work policy.
- Participation in our Employee Share Option Plan (ESOP) to share in Sonder's success.
- Comprehensive induction and onboarding designed to ensure your success in the role.
- Salary packaging and novated leasing options.
- Wellbeing support to prioritize your health and wellness.
- Free coffee Tuesdays and catered lunches on Thursdays.
- Team social fund to foster connections within your team, along with company-wide social events.
- Dog-friendly workplace.
- Volunteer leave of two days per year to engage in meaningful community contributions.
All Sonder employees are required to complete a National Police Check and Working with Children Check due to the nature of our industry.
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