Customer Renewals Manager (6 month Fixed Term Contract)

About the role

We're looking for a highly organised and commercially minded Customer Renewals Manager to join Sonder on a 6-month fixed-term contract. This role sits at the heart of our Customer team, owning the end-to-end renewal and seat expansion process across our Tech Touch customer portfolio. Working in a fast-paced, high-growth environment, you'll play a critical role in protecting recurring revenue, driving customer growth opportunities, and ensuring our commercial operations run seamlessly. If you're someone who thrives on process, enjoys working with data and systems, and takes pride in delivering high-quality outcomes, we'd love to hear from you.

Responsibilities

• Owning the end-to-end renewal process for a high-volume portfolio of customer accounts, ensuring all renewals are completed accurately and on time - Identifying and progressing customer expansion opportunities to support revenue growth - Managing and maintaining deal pipelines in HubSpot, ensuring data accuracy and strong pipeline hygiene - Preparing and coordinating commercial documentation, including proposals, contracts, and order forms - Partnering closely with Customer Success, Finance, Legal, and Operations teams to keep deals progressing smoothly - Monitoring and reporting on renewal and expansion performance metrics and pipeline health - Identifying opportunities to improve processes, reduce manual effort, and enhance operational efficiency - Acting as a trusted operational partner to support Sonder's continued growth and customer retention strategy.
• Operationally, success is reflected in a well-managed pipeline, a high on-time renewal rate, measurable contribution to Tech Touch seat expansion, and consistent achievement of commercial performance targets.
• About you
• You're someone who loves bringing order to complexity and takes genuine pride in getting the details right. Highly organised and naturally proactive, you thrive in fast-paced environments where managing multiple priorities and keeping things moving is second nature.
• You have experience in customer operations, renewals, account administration, or customer success within a SaaS or technology environment and understand the importance of delivering a seamless customer experience while protecting commercial outcomes.
• You'll also bring:
• 2-3 years' experience in a customer-facing, operations, customer success, or administrative role, ideally within a SaaS or technology business
• Experience managing high volumes of work while maintaining exceptional attention to detail
• Strong systems capability, with experience using CRM platforms such as HubSpot, Salesforce, or similar
• Confidence preparing contracts, proposals, and commercial documentation
• Excellent organisational and time management skills, with the ability to prioritise and meet deadlines
• Strong written and

Benefits

Additional Information

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.

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