Customer Success Manager
Posted on:
May 19, 2025
Job description
About the role
As a Customer Success Manager at Sonder, your mission is to ensure our customers thrive throughout their journey with us — from smooth onboarding to strong product adoption, active usage, and timely renewal. You’ll manage a dynamic portfolio of SMB and mid-market customers (ranging from 0–1,250 employees), delivering consistent value across a high-volume book of business.
You’ll be measured against core success metrics including activation, usage, and renewal rates. The ability to translate data into clear, actionable insights will be key to demonstrating ROI and maintaining customer satisfaction.
This role is ideal for someone who is collaborative, resilient, and thrives in a fast-paced, ever-changing environment. As our Customer Success function continues to evolve within the SMB and mid-market segments, you’ll bring flexibility, a continuous improvement mindset, and have the opportunity to contribute to shaping more scalable, efficient ways of partnering with our Customers.
Responsibilities
What you’ll be doing
- Own the full lifecycle for a portfolio of SMB and mid-market customers, from onboarding to renewal
- Engage in meaningful and sometimes complex customer conversations, including those relating to mental health and wellbeing, with empathy
- Deliver tailored onboarding, training, and rollout strategies that drive high adoption and customer satisfaction
- Confidently manage commercial conversations including renewals and expansions.
- Support the development of scalable practices that help Sonder transition into an automated, high-efficiency model
- Adapt quickly to change, test new approaches, and help shape Sonder’s evolving Customer Success model
- Present and interpret data to drive high levels of customer satisfaction and deliver relevant insights and Customer ROI
Job requirements
Who are we looking for?
The ideal candidate has a growth mindset and 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;
- 2+ years in a Customer Success or Account Management role within SaaS
- Experience in HR, workplace wellbeing, safety, or risk management is highly regarded.
- Experience managing a book of SMB or mid-market customers (high-volume, fast-paced environments)
- Strong commercial acumen with confidence in owning renewal conversations and negotiating outcomes
- A proactive self-starter who thrives in ambiguity
- Critical thinker with strong judgment and problem-solving skills
- Comfortable juggling competing priorities while remaining calm and focused under pressure
- Strong ability to analyse data, provide actionable insights
- Excellent communication, presentation, and problem-solving skills
- Results-driven growth mindset, with a focus on delivering value and achieving customer success outcomes.
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