Scaled CS Automation Program Manager

black.ai; Waterloo; Hybrid; AUD 130,000 - 180,000; Full time

Benefits offered by this job

Hybrid work environment

Free Sonder app access

Parental leave

ESOP

Study leave

Wellbeing stipend

Dog-friendly office

Volunteer leave

Job summary

Sonder is seeking a Scaled Tech Touch Program Manager to own automated journeys for customers without a named CSM. You will design, build and optimise onboarding, health-score triggers and renewal nudges, partnering with Data & Insights, Product and CS tiers to prove impact with hard data.

You’ll apply your experience in scaled customer success, lifecycle campaigns and CRM automation to improve outcomes and reduce manual work while fostering a data-driven, AI-enabled approach.

Qualifications

• 4+ years in Scaled Customer Success, CS Ops, RevOps or Lifecycle Marketing with automated journeys.
• Experience designing and running lifecycle campaigns (email, in-app, onboarding, renewal) at scale.
• Hands-on with CRM and lifecycle automation tools such as HubSpot.
• Able to work with health/usage data to prioritise automation impact.
• Systems thinker focused on population-level impact rather than a single account.
• Collaborates across CS, Marketing/Activation and Data & Insights on shared programs.
• Confident with structured experiments (A/B or cohort) and pruning ineffective approaches.
• Fluent with AI tools to scale personalisation and content without manual effort.

Responsibilities

• Own how Sonder engages the non‑CSM customer segment with automated journeys.
• Design, build and improve onboarding, health-score triggers and renewal nudges.
• Partner with Data & Insights, Product and CSM tiers to keep automation sharp.
• Measure outcomes with hard numbers rather than instinct-based decisions.
• Ensure automation delivers real value while reducing manual workload.

Skills

Scaled Customer Success

CS Operations

Lifecycle Marketing

Automation Journeys

Tools

HubSpot

Job description

Sonder is seeking a Scaled Tech Touch Program Manager to own automated journeys for customers without a named CSM. You will design, build and optimise onboarding, health-score triggers and renewal nudges, partnering with Data & Insights, Product and CS tiers to prove impact with hard data.

You’ll apply your experience in scaled customer success, lifecycle campaigns and CRM automation to improve outcomes and reduce manual work while fostering a data-driven, AI-enabled approach.