Senior Customer Success Manager

Sonder Inc.; City of Westminster; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading workplace wellbeing firm based in the UK is seeking a Senior Customer Success Manager to enhance enterprise customer outcomes. The role focuses on managing the end-to-end customer lifecycle, promoting activation, and driving retention while negotiating renewals. The ideal candidate has over 5 years of experience in SaaS Customer Success, strong commercial negotiation skills, and the ability to work closely with both customers and internal teams to achieve measurable business impact.

Benefits

Hybrid working environment

25 days annual leave plus public holidays

Free access to the Sonder app

Paid parental leave

2 days of study leave

Employee Share Option Plan

Annual wellbeing fund

Volunteer leave

Qualifications

• 5+ years of end‑to‑end SaaS Customer Success or Account Management experience.
• Proven success managing large enterprise customers and driving retention and growth.
• Ability to map customer challenges to platform capabilities.

Responsibilities

• Build trusted, strategic relationships with enterprise customers.
• Lead and execute high‑quality onboarding experiences.
• Drive activation, usage, product education, and advocacy.

Skills

Customer Success management

Commercial negotiation

Analytical skills

Communication skills

Presentation skills

Job description

We are seeking a Senior Customer Success Manager to drive outstanding outcomes for our enterprise customers in the UK market. You will ensure our customers realise the full value of their partnership with Sonder by delivering high activation, usage, satisfaction, retention, and expansion results. You will own the end‑to‑end customer lifecycle across onboarding, adoption, governance, renewals, and upsell opportunities. This role requires strong commercial acumen, deep relationship management capability, and the ability to partner closely with customers and internal teams to deliver measurable business impact. You will be the sole CSM in the region initially, working closely with colleagues based in Australia while helping shape the future UK Customer Success function.

What you will be doing

• Build trusted, strategic relationships with enterprise customers and serve as their key point of contact throughout the lifecycle.
• Lead and execute high‑quality onboarding experiences that set a strong foundation for activation and long‑term success.
• Drive activation, usage, product education, and advocacy through tailored rollout strategies.
• Develop and execute Customer Success Plans aligned to commercial and customer value outcomes.
• Own renewal pipelines and negotiate renewals and expansions in partnership with Sales.
• Monitor performance trends and proactively remove barriers to customer outcomes.
• Partner closely with Product and internal operational teams to advocate for customer needs and influence roadmap direction.
• Mentor and support the development of junior members within the wider Customer Success team.
• Identify opportunities to improve internal processes and scale best‑practice customer success methodologies.

You are an experienced customer success and commercial operator who thrives in fast‑paced environments and enjoys being hands‑on in a growing region.

What you bring

• 5+ years of end‑to‑end SaaS Customer Success or Account Management experience.
• Proven success managing large enterprise customers and driving retention and growth.
• Demonstrated strength in commercial negotiation, renewal, and expansion outcomes.
• Ability to map customer challenges to platform capabilities and deliver compelling product demos.
• Ability to be self‑sufficient, be part of a distributed team, influence remote internal stakeholders.
• Confidence working with executives and influencing stakeholders at all levels.
• Strong analytical, communication, and presentation skills.
• Comfortable operating with autonomy and navigating ambiguity.
• Flexible, proactive, and passionate about delivering exceptional customer experience.
• Bias for action, calling out risks and improvement opportunities, rolling up your sleeves and owning outcomes.

About Sonder

At Sonder, we believe that every person deserves to feel safe, supported, and empowered to be at their best – wherever they are. That's why 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 that our members receive immediate care when they need it most. In critical situations, we go beyond digital support, offering on‑the‑ground assistance to manage time‑sensitive incidents.

By harnessing real‑time insights, we enable organisations to take proactive steps toward a healthier, safer future, which leads directly to tangible bottom‑line business outcomes.

An exciting time to join Sonder!

Since our founding in 2017, Sonder has experienced rapid growth, expanding operations across Australia, New Zealand, and the UK. Backed by Australia's leading venture capital firms, Seek and Blackbird, we are well‑capitalised and on a mission to scale globally, partnering with corporations, educational institutions, and government agencies to transform workplace wellbeing at scale.

Our impact and scale

• 1,000,000+ members across multiple countries.
• 200+ team members, plus an extensive network of on‑the‑ground responders.

Benefits

• 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.
• 25 days annual leave plus public holidays.
• 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.
• 2 days of study leave to invest in your professional growth.
• Employee Share Option Plan (ESOP) – share in Sonder's success.
• Access £125 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
• Volunteer leave – 2 days per year to participate in meaningful causes and contribute back to the community.

Equal Opportunity Employer

Sonder is for Everyone. 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. Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and DBS check.

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