Senior Customer Success Manager

Sonder

To build a world where people feel accepted, supported, and heard.

Sonder is a data-driven, human-first wellbeing company; helping organisations re-imagine their people’s health, wellness and safety. The heart of the solution is a technology-driven platform supported by medical and mental health experts - available every minute of every day. Their mission is to achieve the right outcome for a broad range of wellbeing and safety issues, from mild to severe. Aggregated data also provides organisations insights to reduce people-related risks and drive decision making, supporting leaders to confidently create a brighter future for their people and their organisation.

About the role As a Senior Customer Manager, you’ll own the customer portfolio for the Education Government and Social Services sector. You’ll ensure that our customers achieve success through their partnerships with Sonder, meeting key performance metrics including Activation, Usage, and Renewal. As a Senior CSM, you will develop a deep understanding of our product and our customers' businesses. Your expertise in stakeholder management will be essential in securing and executing renewals.

What you’ll be doing

• 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

Who are we looking for? The ideal candidate is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Sonder values and love working in a fast-paced, dynamic workplace. What you bring to the team;

• Minimum 5 years of experience in Customer Success Management, preferably experience partnering with the education, government, or insurance sectors
• Proven track record of successful contract negotiations and customer renewals
• Demonstrated ability to drive product activation and uptake
• 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

• 💬

  Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 👍🏼

  Adoption and Success Management

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• 🤝

  Relationship Building

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

• 👥

  Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

• 🤓

  Learning agility

  Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities

• 💡

  Problem solving

  Identifies problems and develops logical solutions that address the problems