AI-Driven CS Automation Programs Lead

Sonder; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Free Sonder app access

Parental leave

ESOP (employee stock)

Study leave

Salary packaging

Wellbeing budget

Dog-friendly office

Volunteer leave

Job summary

Sonder in Sydney is seeking a Scaled Tech Touch Program Manager to own automated customer journeys—onboarding, health-score triggers, and renewal nudges—for accounts without a named CSM. You'll design, build and iterate partnerships with Data & Insights, Product, and CS teams.

The role emphasizes experimentation (A/B tests), lifecycle campaigns (email, in-app), and hands-on use of CRM tools like HubSpot to improve outcomes at scale.

Qualifications

• 4+ years in Scaled CS, CS Ops, RevOps or Lifecycle Marketing with automated journeys
• Experience designing and running lifecycle campaigns (email, in-app, onboarding, renewal) at scale
• Hands-on experience with CRM and lifecycle automation tooling (HubSpot)

Responsibilities

• Own automated journeys for accounts without a named CSM (onboarding, health-score triggers, renewal nudges)
• Partner with Data & Insights, Product and CS tiers to improve automation
• Run structured experiments (A/B or cohort testing) and measure outcomes

Skills

Lifecycle campaigns

HubSpot

A/B testing

CRM tooling

Data & Insights collaboration

Automation

Cross-functional teamwork

AI for personalisation

Tools

HubSpot

Job description

Sonder in Sydney is seeking a Scaled Tech Touch Program Manager to own automated customer journeys—onboarding, health-score triggers, and renewal nudges—for accounts without a named CSM. You'll design, build and iterate partnerships with Data & Insights, Product, and CS teams.

The role emphasizes experimentation (A/B tests), lifecycle campaigns (email, in-app), and hands-on use of CRM tools like HubSpot to improve outcomes at scale.