Customer Success Manager - Key accounts

Sonder is an active care technology company that helps organisations improve the wellbeing of their people so they perform at their best. Our mobile app provides immediate, 24/7 support 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 leaders the insights they need to act on tomorrow’s wellbeing challenges today. 

We completed a highly successful Series B capital raise in August 2022.  With operations in Australia, New Zealand and the UK, we are at an exciting time of growth and we invite you to join us on our mission to help organisations around the world create a culture of Active Care.

• 1 million + eligible members across multiple countries
• 300 + team members, as well as an on-the-ground responder network 
• Trusted by major corporations, education providers, and government agencies

Join Sonder’s innovative movement to provide global support through the right care at the right time and know you are contributing to empowering people to be at their best.

About the role

The role’s core purpose is to ensure that one of Sonders largest customers is successful in their partnership with Sonder; that key success metrics (activation, utilisation and CSAT) are met/exceeded and, most notably, on-time renewal. 

The Senior CSM will be a subject matter expert in both the Sonder product and have an intimate understanding of the customer’s business operations. This will also include understanding the organisation’s strategy, business challenges and where/how Sonder can maximise value and ROI for the customer. 

The ideal candidate will have previous experience in Customer Success and/or Account Management positions, in a 1-to-few relationship model. SaaS experience is highly advantageous but key to success will be the demonstrated ability to nurture, grow and renew large enterprise partnerships over a complex and lengthy customer lifecycle (minimum 18 months).

What you’ll be doing

Pre-sales

• Be the product expert in new customer meetings, working alongside the Account Executive with the goal to shorten the pre-sales cycle
• Be responsible for bringing new customer product feedback internally to advise and inform product development
• Understand when customer needs are “out of the box” and raise this internally for early visibility and action where required

Rollout (first 90 days)

• Work hand in glove with the customer to drive activation and create viral adoption
• Deliver training programs, briefings and presentations to external stakeholders
• Develop communication and rollout strategies with the customer to support joint rollout KPIs
• Monitor performance and other data, using this to inform communications & rollout activities
• Work with Internal Stakeholders to ensure they have everything they need to drive desired customer outcomes within this member group

Customer Success Plan & Relationship Management

• Consult with the customer, write & execute a high quality Customer Success Plan inclusive of customer and shared objectives, stakeholders, milestones, risks and metrics needed to achieve them
• The Plan should include strategies and tactics that drive activation, usage, identification of cross sell/upsell opportunities and an on-time renewal
• Quality reporting with excellent, relevant insights will be essential for Success and Customer ROI. You must be able to work with the data & ops teams in order to gather, present & interpret data to drive high levels of customer satisfaction
• Be the go to person for your customers. Be highly responsible and responsive
• Be the customer expert for internal stakeholders. Be highly responsible and responsive

Continuous Improvement

• Understand and capture Customer Feedback and Desired Customer outcomes. Use those outcomes to propose solutions to product that would solve customer needs and drive key metrics
• Support the Head of Success identify and implement new process and proven methodologies to make sure customer experience is best in class
• Mentor junior team members to support talent development and a cohesive team culture

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 will embody the Sonder values and love working in a fast-paced, dynamic workplace.

What you bring to the team;

• Proven track record in a Customer Success / Customer Management or Account Management role.
• Demonstrated experience partnering with large enterprise organisations in a 1-to-few relationship model
• Demonstrated experience partnering with complex organisations and delivering to agreed SLAs
• Ability to listen to and understand complex problems, then present value-based solutions
• Experience with managing internal stakeholders such as Executive Sponsors, SLTs and ELTs
• Experience in consulting across the full customer lifecycle, including renewals
• Strong technical & operational aptitude, and desire to work with both product & operations to drive quality customer outcomes that delight
• Experience in running governance of deployment and usage projects within large organisations
• Ability to interpret, articulate, and present customer results and value insight back to a range of stakeholders including exec customers

Why join Sonder?

You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Customer Success Team and as we continue to grow, there will be plenty of development opportunities.

• 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 (e.g. 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 
• 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

Check out our life page for more info - https://www.linkedin.com/company/sondersafe/life/

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC 

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