Senior Customer Success Manager

About the role

The Senior Customer Success Manager partners with Sonder's most significant customers to help them better understand and respond to workforce health, safety and wellbeing trends. By combining customer context, workforce intelligence, industry insights and AI-enabled analysis, the role delivers meaningful, evidence-based conversations that support customer decision-making and strengthen the value customers realise from their partnership with Sonder. Working closely with senior leaders, the Senior Customer Success Manager translates complex data into clear and actionable recommendations that help customers identify emerging risks, opportunities and priorities within their workforce. Through these strategic engagements, the role contributes to customer retention, satisfaction and growth while reinforcing Sonder's position as a trusted partner in workplace wellbeing. Leveraging AI-powered tools and our proprietary workforce intelligence data layer, the Senior Customer Success Manager delivers high-impact customer engagements that support executive decisions, organisational planning and workforce strategy. Working across a portfolio of enterprise customers, the role builds strong partnerships and helps ensure customers derive measurable value from Sonder's solutions.

Responsibilities

• As a Senior Customer Success Manager, you'll partner with some of Australia's leading organisations to help them better understand workforce health, safety and wellbeing trends through data-driven insights.
• Key responsibilities include:
• Leading strategic customer conversations using workforce data, industry insights and AI-powered intelligence
• Building trusted relationships with senior stakeholders across enterprise organisations
• Translating data and trends into practical recommendations and action plans
• Identifying opportunities to expand Sonder's impact within customer organisations
• Partnering with Sales, Product, Data & Insights and Operations teams to deliver exceptional customer outcomes
• Driving customer retention, satisfaction and long-term growth
• Using AI tools and workforce intelligence to prepare insights, monitor customer health and enhance customer engagements
• Success in this role means becoming a valued strategic partner to your customers, helping them make informed decisions while delivering measurable business outcomes and long-term value.
• Who are we looking for?
• The idea

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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