Senior Customer Success Manager
1 day ago
We are seeking a highly skilled Senior Customer Success Manager to join our team at Sonder. As a key member of our Customer Success team, you will be responsible for owning the end-to-end customer journey, from pre-sales through to renewals, for a portfolio of Enterprise customers.
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.
- 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.
- Hybrid working environment + modern office facilities.
- Learning fund - annual contribution + 2 days of study leave to support your personal development.
- Paid parental leave with an attractive return to work policy.
- Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder's success.
- Induction and onboarding designed to make you succeed in your new role.
- Salary packaging and novated leasing.
- Wellbeing support to invest in your own wellbeing.
- Free coffee Tuesdays and catered lunch on Thursdays.
- Team social fund to connect with your team, plus 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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