Scaled Customer Success - 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

At Sonder, we believe every person deserves to feel safe, supported, and empowered to be at their best, wherever they are. We're redefining workplace health, safety, and wellbeing through a seamless blend of technology and human expertise. Sonder's mobile platform provides 24/7, real-time support from a dedicated team of safety, medical, and mental health professionals, ensuring members receive immediate care when they need it most.

Since our founding in 2017, we've grown rapidly across Australia, New Zealand, and the UK. Backed by Seek and Blackbird, we now support over one million members and 200+ team members globally. We're well-capitalised, scaling fast, and actively building toward an AI-native organisation.

About the role

We're looking for a Scaled Tech Touch Program Manager to own how Sonder engages the segment of our customer base that doesn't have a named CSM. You'll design, build and continuously improve the automated journeys — onboarding, health-score triggers, renewal nudges — that make sure those accounts get real value without a human relationship behind every one. You'll partner closely with Data & Insights, Product and the CSM tiers to keep the automation sharp, catch risk early, and prove what's working with hard numbers rather than instinct.

Must-haves

• 4+ years in Scaled Customer Success, CS Operations, RevOps or Lifecycle Marketing, with automated customer journeys to show for it
• Track record designing and running lifecycle campaigns (email, in-app, onboarding, renewal) at meaningful scale
• Hands-on experience with CRM and lifecycle automation tooling, such as HubSpot
• Comfortable working directly with account health and usage data to prioritise where automation will actually move outcomes
• A systems thinker who optimises for the shape of a population rather than a single account
• Experience partnering across Customer Success, Marketing/Activation and Data & Insights on shared programs
• Confident running structured experiments — A/B or cohort testing — and retiring what doesn't work
• Fluent with AI tools for scaling personalisation and content without adding manual effort

Why join Sonder?

At Sonder, we thrive in a fast-paced, high-performance environment with a strong commitment to our people. Our team is a collaborative, vibrant group of passionate professionals, dedicated to making a real impact on people's lives every day.

• Hybrid and flexible working environment. Enjoy the perfect balance of in-office collaboration and work from home flexibility, empowering you to optimise your productivity and work-life balance.
• Our employees and their families get free access to the Sonder app with 24/7 support.
• Paid parental leave with an attractive return to work policy, 12 weeks for Primary Carers and 4 weeks for Secondary Carers, plus our Primary Carers return to work at 80% for the first 3 months at full pay.
• True AI Native organisation with access to Claude, Gemini and other tools to encourage you to experiment, automate and get those real efficiency gains, no matter the role
• 2 days of study leave to invest in your professional growth.
• Employee Share Option Plan (ESOP) – share in Sonder's success.
• Salary Packaging and novated leasing.
• Access $250 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
• Free coffee
• Dog‑friendly office in our Sydney HQ
• Volunteer leave. 2 days per year to participate in meaningful causes and contribute back to the community.

Check out our life page for more info - https://www.linkedin.com/company/sondersafe/life/

At Sonder, we are committed to fostering a workplace that reflects the rich diversity of the communities we serve. Our members come from all backgrounds, and we know that a diverse team helps us better understand and support their needs. We encourage applications from people of all ages, abilities, cultural backgrounds, gender identities, sexual orientations, and religious beliefs. We are proud to be an inclusive employer and strongly encourage Aboriginal and Torres Strait Islander peoples to apply. We are an equal opportunity employer and all hiring decisions are based on merit, capability, and alignment with the role.