Senior Customer Success Manager

2 weeks ago

Waterloo, Australia at Sonder Full time

About the Role

At Sonder, we're seeking a highly skilled Senior Customer Success Manager to own the end-to-end customer journey for a portfolio of Enterprise customers. This is a unique opportunity to drive successful partnerships by achieving key performance metrics such as Activation, Usage, and Renewals.

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.

Requirements

  • 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.

What We Offer

  • Hybrid and flexible working environment.
  • 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.

About Sonder

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.

We are 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.

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