Enterprise Onboarding Lead — SaaS Adoption & Change

Sonder.io; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Free Sonder app access 24/7

Parental leave

Employee ESOP

Study leave

Wellbeing stipend

Salary packaging

Dog-friendly office

Volunteer leave

Job summary

Sonder is hiring an Onboarding Manager to own how customers go live and adopt our platform. You will lead the onboarding strategy and delivery for premium onboarding and enterprise customers, ensuring consistent, high-value outcomes across complex organisations.

Reporting to the Senior Customer Support Operations Manager, you’ll design programs, run sessions, and drive activation, adoption, and customer satisfaction while scaling onboarding efforts across multiple concurrent customers.

Qualifications

• 5+ years in a customer-facing role, onboarding or CS leadership
• Experience building and scaling onboarding programs for enterprise customers
• Experience managing multiple onboarding projects in SaaS or service environments
• Technical understanding of system integrations and data management (SSO, API, HubSpot)
• Change management or large program rollout experience
• Comfort presenting to large groups and stakeholders (P&C to C-suite)
• Ability to spot cross-sell/upsell opportunities in scope conversations
• Experience in fast-growing, ambiguous environments

Responsibilities

• Design and run a data-driven onboarding program to drive activation and adoption
• Own onboarding plan end-to-end for multiple concurrent customers (enterprise to government/education)
• Oversee technical setup for onboarding customers (SSO, API integrations, data) with Product/Engineering teams
• Run info sessions, workshops and webinars for diverse customer groups
• Collaborate with Sales to integrate onboarding into the sale process
• Track onboarding performance and build reusable assets.
• Create training and playbooks for CS and Support teams

Skills

Onboarding leadership

Data-driven onboarding

Change management

SaaS onboarding

Stakeholder management

Public speaking

Upsell discovery

Adaptability

Tools

HubSpot

API integrations

SSO

Job description

Sonder is hiring an Onboarding Manager to own how customers go live and adopt our platform. You will lead the onboarding strategy and delivery for premium onboarding and enterprise customers, ensuring consistent, high-value outcomes across complex organisations.

Reporting to the Senior Customer Support Operations Manager, you’ll design programs, run sessions, and drive activation, adoption, and customer satisfaction while scaling onboarding efforts across multiple concurrent customers.