---
title: 'Scaled Customer Success – Automation Program Manager at Sonder.io'
canonical: 'https://feeny.ai/job/scaled-customer-success-automation-program-manager-sonder-io-waterloo-36cnk4rscdvz'
type: 'job'
last_seen: '2026-09-23'
---

# Scaled Customer Success – Automation Program Manager at Sonder.io

- **Company:** Sonder.io
- **Location:** Waterloo, Canada
- **Posted:** 2026-09-20
- **Last confirmed live:** 2026-09-23
- **Apply:** https://job-boards.greenhouse.io/sonderaustralia/jobs/8826462002

## 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.

#LI-Hybrid

## About Sonder.io

## Company Overview
- **One-liner**: Sonder provides a complete employee care platform offering 24/7 support across personal safety, medical, and mental health through a single app.
- **Entity Type**: Private (funding stage not disclosed in provided sources)
- **Headquarters**: Sydney, Australia (with offices in the UK and New Zealand)
- **Founded**: Not publicly available in provided sources
- **Founders**: Not publicly available in provided sources

## Core Business
- **Primary industry/industries**: Employee wellbeing, healthcare technology, personal safety and mental health services
- **Target customers**: B2B, Enterprise, SMB – serving organisations of all sizes, with highlighted customers including “the world's best organisations” [sonder.io](https://sonder.io/)
- **Mission or purpose statement**: “Redefining care” and “making help accessible to our communities whenever they need it” [sonder.io](https://sonder.io/company/careers/)

## Products & Services
- **Personal Safety Support**: Safety alerts, journey tracking, smart check‑ins, and in‑app push notifications for local hazards. [sonder.io](https://sonder.io/products/personal-safety-support/)
- **Mental Health Support**: Accredited, confidential support from psychologists and counsellors, available via chat or call 24/7. [sonder.io](https://sonder.io/products/mental-health-support/)
- **Medical Support**: Expert medical advice, assessments, and triage from nurses and doctors, with an average response time of 10 seconds. [sonder.io](https://sonder.io/products/medical-support/)
- **Holistic Triage**: A single‑entry triage system that routes members to the right care (medical, mental, or safety) based on need. [sonder.io](https://sonder.io/products/holistic-triage/)
- **Injury Management**: Early‑intervention injury management for workplace incidents. [sonder.io](https://sonder.io/products/injury-management/)
- **Critical Incident Support**: Evidence‑based response to critical incidents. [sonder.io](https://sonder.io/company/about-us/)
- **Manager Support**: Tools and guidance for managers supporting team wellbeing.
- **Self‑Help Resources**: Digital wellbeing resources for proactive care.

All services are delivered via a mobile app and a 24/7 support centre staffed by nurses, psychologists, and emergency‑trained responders.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Over **1 million eligible members** supported across client organisations. [sonder.io](https://sonder.io/)
- **Notable Investors/Partners**: Not disclosed in provided sources
- **Growth Signals**:
  - **58 active job openings** across multiple countries (Australia, UK, New Zealand) [job-boards.greenhouse.io](https://job-boards.greenhouse.io/sonderaustralia)
  - First technology company to achieve **healthcare provider accreditation** from the Australian Council on Healthcare Standards (ACHS) [sonder.io](https://sonder.io/company/about-us/)
  - Reported member outcomes include 38% reduction in absenteeism, 60% increase in individual productivity, and 77% of members feeling safer after using Sonder [sonder.io](https://sonder.io/)
  - Growing Responder Network (in‑person support staff) with roles in many cities across Australia, UK, and New Zealand

## Competitive Advantages
- **First tech company with healthcare‑provider accreditation** – placed alongside hospitals and leading healthcare institutions (ACHS accredited) [sonder.io](https://sonder.io/company/about-us/)
- **Holistic, single‑platform approach** – integrates personal safety, medical, and mental health support, reducing the need for multiple vendors
- **Early intervention focus** – proactive alerts and triage to prevent escalation, driving measurable business outcomes (reduced absenteeism, increased productivity) [sonder.io](https://sonder.io/)
- **In‑person responder network** – trained professionals (medical, military, emergency services background) provide on‑the‑ground support
- **High security and confidentiality standards** – built to protect sensitive health data, with policies tailored for under‑18 users

## Strategic Focus
- Expand the platform’s reach across industries by continuing to demonstrate measurable ROI for employers
- Deepen early‑intervention and prevention capabilities to move beyond traditional Employee Assistance Programs (EAPs) [sonder.io](https://sonder.io/company/about-us/)
- Scale the Responder Network and 24/7 support centre to serve a growing global member base
- Maintain and strengthen healthcare accreditations to differentiate from other wellbeing tech providers

## Why Work Here
- **Culture**: Described as built on “grit, determination, and resilience, balanced with empathy, excellence, respect, and teamwork.” [sonder.io](https://sonder.io/company/careers/)
- **Hybrid Work Model**: Employees split time between a warehouse‑style Sydney office (home of the 24/7 support centre) and remote work. The company is “designed for connection and flexibility.” [sonder.io](https://sonder.io/company/careers/)
- **Employee Benefits**: All staff have access to the Sonder platform for personal support.
- **Meaningful Impact**: “We’re driven by a shared purpose: redefining care.” Employees can directly help make support accessible to communities in need.
- **Open Roles**: Broad range of positions – engineering (e.g., Full Stack AI Software Engineer), commercial (Enterprise Account Executives), marketing, corporate (Chief of Staff, Corporate Counsel), member support, and a large Responder Network across Australia, UK, and NZ. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/sonderaustralia)

## Sources
1. [sonder.io/company/careers/](https://sonder.io/company/careers/)
2. [sonder.io/company/about-us/](https://sonder.io/company/about-us/)
3. [sonder.io/](https://sonder.io/)
4. [sonder.io/products/personal-safety-support/](https://sonder.io/products/personal-safety-support/)
5. [sonder.io/products/mental-health-support/](https://sonder.io/products/mental-health-support/)
6. [sonder.io/products/medical-support/](https://sonder.io/products/medical-support/)
7. [sonder.io/products/holistic-triage/](https://sonder.io/products/holistic-triage/)
8. [sonder.io/products/injury-management/](https://sonder.io/products/injury-management/)
9. [job-boards.greenhouse.io/sonderaustralia](https://job-boards.greenhouse.io/sonderaustralia)

## Other roles at Sonder.io

- [Senior Revenue Systems Engineer](https://feeny.ai/job/senior-revenue-systems-engineer-sonder-io-sydney-1x837ytr52vw) — Sydney, Australia
- [Senior Product Designer (12 Month Fixed-Term Contract)](https://feeny.ai/job/senior-product-designer-12-month-fixed-term-contract-sonder-io-sydney-0tg95wm24wae) — Sydney, Australia
- [Customer Insights Partner](https://feeny.ai/job/customer-insights-partner-sonder-io-waterloo-3eqaafmt5t92) — Waterloo, Canada
- [Partner Development Manager](https://feeny.ai/job/partner-development-manager-sonder-io-sydney-1nsw32gexwf4) — Sydney, Australia
- [Group Product Manager](https://feeny.ai/job/group-product-manager-sonder-io-waterloo-xm14yehbnzks) — Waterloo, Canada
- [Sonder Responder](https://feeny.ai/job/sonder-responder-sonder-io-mallee-j4ta1h4gpat9) — Mallee, Australia
- [Responder - Broken Hill](https://feeny.ai/job/responder-broken-hill-sonder-io-broken-hill-qbj41kkh9aas) — Broken Hill, Australia
- [Sonder Responder](https://feeny.ai/job/sonder-responder-sonder-io-gippsland-region-bnerfg5ys49b) — Gippsland Region, Australia
- [Chief of Staff](https://feeny.ai/job/chief-of-staff-sonder-io-waterloo-gnge107xzcvd) — Waterloo, Canada
- [Sonder Responder](https://feeny.ai/job/sonder-responder-sonder-io-wellington-vg8qbydstam8) — Wellington, New Zealand