Automation & Lifecycle Program Manager

Sonder; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Hybrid work environment

Free Sonder app with 24/7 support

Parental leave

Access to AI tools

Study leave

Employee Share Option Plan (ESOP)

Salary packaging

Wellbeing budget $250/year

Dog-friendly Sydney HQ

Job summary

Sonder in Sydney is seeking a Scaled Tech Touch Program Manager to own automated journeys for customers without a named CSM. You’ll design, build, and optimize onboarding, health-score triggers, and renewal nudges, partnering with Data & Insights, Product, and the CSM tiers to ensure automation delivers real value.

If you enjoy systems thinking, data-driven decision making, and experiments, you’ll fit right in. This role combines tech, process, and customer success at scale.

Qualifications

• 4+ years in Scaled Customer Success, CS Operations, RevOps or Lifecycle Marketing with automated journeys
• Designing and running lifecycle campaigns (email, in-app, onboarding, renewal) at meaningful scale
• Hands-on CRM and lifecycle automation tooling experience (e.g., HubSpot)
• Working with account health and usage data to prioritise automation impact
• Systems thinker focusing on population-level outcomes
• Partnering across Customer Success, Marketing/Activation and Data & Insights on shared programs
• Confident in structured experiments (A/B or cohort testing) and retiring what doesn’t work
• Fluent with AI tools for scaling personalisation without extra manual work

Responsibilities

• Own automated journeys for the segment without a named CSM (onboarding, health-score triggers, renewal nudges).
• Partner with Data & Insights, Product and CSM tiers to keep automation sharp and measurable.
• Explore and prove outcomes with hard numbers rather than instincts via tests and experiments.

Skills

Scaled CS

Lifecycle campaigns

CRM automation

Data-driven prioritisation

Systems thinking

Cross-functional collaboration

Experimentation

AI for personalization

Tools

HubSpot

Job description

Sonder in Sydney is seeking a Scaled Tech Touch Program Manager to own automated journeys for customers without a named CSM. You’ll design, build, and optimize onboarding, health-score triggers, and renewal nudges, partnering with Data & Insights, Product, and the CSM tiers to ensure automation delivers real value.

If you enjoy systems thinking, data-driven decision making, and experiments, you’ll fit right in. This role combines tech, process, and customer success at scale.