Vice President, Customer

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

If you’re passionate about using technology and human expertise to drive meaningful change, join us in shaping the future of workplace wellbeing!

About the role

We are looking for a proven and passionate Vice President of Customer to lead our global customer operations and engagement strategy across Australia, New Zealand, and the UK. This role is central to delivering a premium, insights-led customer experience that clearly demonstrates value and return on investment for our customers - Enterprise to SMB

You will oversee all customer-facing functions - spanning onboarding, renewals, and account growth - with a sharp focus on efficiency, automation, and strategic account engagement. A critical part of your mandate will be strengthening our ability to generate and deliver actionable insights that help customers understand and communicate the impact of our product across their organisation. Reporting directly to the Chief Revenue Officer, You'll also play a key role on the senior leadership team, driving retention, advocacy, and long-term customer value.
What you’ll be doing

• Driving Renewals and Expansion: Own customer retention and upsell strategies with revenue accountability, partnering closely with the CRO and Sales leadership.
• Operational Scalability: Implement both self-serve and technology-driven solutions (AI, automation, self-service) to support scale and cost efficiency.
• Insight-Driven Value Communication: Collaborate with the data analytics team, to produce with the CS leaders, actionable insights and reports that clearly demonstrate customer ROI and impact.
• Executive Engagement & Issue Resolution: Manage high-stakes customers relationships and personally oversee complex escalations or account risk scenarios.
• Commercially-Driven Service Delivery: Lead customer operations with a sharp focus on cost-effectiveness, service quality, and contract renewals.
• Execution Excellence: Establish KPIs, playbooks, and scalable processes that ensure a consistent and differentiated customer experience across markets.
• Strategic Support to CRO: Serve as a strategic thought partner to the CRO and executive team on customer growth, lifecycle innovation, and GTM alignment.
• Customer Tribe Facilitation & Product Collaboration: Lead cross-functional collaboration through the Customer Tribe, working closely with Product and Engineering to embed customer feedback into the product roadmap; ensure alignment on feature development, iterate on releases
• Strategic Enablement of P&C Teams: Translate customer insights into actionable guidance and tools that help People & Culture leaders address WHS risks, improve employee wellbeing, and meet strategic objectives.
• Business Unit Leadership: Lead a team of 18 Customer Success Managers and leaders and ensure clarity on performance expectations and targets
• Cross-Functional Commercial Collaboration – Partner closely with Commercial, Sales, Revenue Ops and Marketing teams to ensure alignment across go to market.
• Customer Function Budget Ownership: Manage the operational budget for the customer function, ensuring efficient allocation of resources across customer segments to maximise impact.
• Corporate Partnership Relationship: Maintain relationship with external partnership providers (i.e. training provider & consultancies in Psychosocial risk) to ensure smooth referrals to providers & shared understanding of value positioning

• 8+ years in senior leadership roles within Customer Success, or Commercial functions, preferably in HR Tech Or, health tech and SaaS, or enterprise B2B environments.
• Have experience working with People & Culture leaders, the business challenges they face—particularly around wellbeing, safety, compliance, and organisational health. - Desirable 
• Track record of owning customer retention, growth, and renewals in high-value product settings.
• Experience leading global or multi-region customer teams in scaling environments.
• Demonstrated success using automation, self-service, and digital experience design to scale customer operations.
• Executive presence with strong capability in issue escalation and C-suite engagement.
• Familiarity with AI/automation integration into customer workflows and tools - Desirable 
• Strong collaborator across Product, Sales, and Data/Insights teams to ensure customer feedback informs roadmap and ROI communications.

Key Capabilities 

• Critical Thinking: Ability to distill complex problems into structured action plans and measure outcomes effectively.
• Relationship Management: Proven skill in managing and influencing C-suite stakeholders and internal cross-functional teams.
• Commercial Mindset: Commercial approach to service delivery and renewal negotiations, proactively identifying issues and implementing effective, value-driven solution
• Execution Excellence: Drives operational rigor, scalable processes, and consistent customer experience delivery.
• Strategic Thinking:  Act as a key strategic partner to the CRO by contributing to high-impact planning, applying structured problem solving, and delivering critical insights that inform commercial and customer strategy.
• Data & Insights-Driven Decision Making: Comfortable leading with metrics, ROI narratives, and actionable insights to inform strategy and demonstrate value.

Personal Attributes

• Agility/Adaptability: Thrives in fast-moving, dynamic environments and quickly adapts to change.
• Results-Driven: Obsessed with outcomes and takes accountability for measurable business impact.
• Customer Obsession: Places the customer at the heart of every decision and experience design.
• Bias for Action: —moves fast, learns faster, and owns the result.

Why join Sonder?

At Sonder, we thrive in a fast-paced, high-impact environment where innovation and collaboration are at the heart of everything we do. Our team is made up of passionate professionals, united by a shared mission to make a meaningful difference in people’s lives—every single day. 

We don’t just invest in technology, we invest in our people.  Here’s what you can expect when you join the Sonder Australia team:

• Employee Share Option Plan (ESOP) – Join us at an exciting time of growth and own a stake in Sonder’s future as we scale and expand. This is your opportunity to share in our success and be part of something big!
• Unparalleled networking opportunities – Work alongside and gain access to some of Australia’s top investors, including Seek and Blackbird, expanding your network and learning from the best.
• Invest in your growth – Benefit from a $1,000 annual development fund, 2 study leave days, and opportunities to expand your skillset.
• Prioritise your wellbeing – Enjoy free access to the Sonder app, a $250 wellbeing fund, and salary packaging options to support your health and financial goals.
• Support what matters – Access generous parental leave, volunteer leave, and work in a diverse, inclusive, and belonging-driven environment.
• Work in an inspiring environment – Enjoy a stunning, heritage-inspired office with modern design, conveniently located near Green Square, plus a hybrid and dog-friendly work environment for ultimate flexibility.
• Stay connected – Take advantage of free coffee Tuesdays, catered lunch Thursdays, and monthly social events to build meaningful connections.

Join us at Sonder and be part of a company that’s scaling fast, making an impact, and offering unique career opportunities!

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