Onboarding Manager

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 RoleAs our Onboarding manager you will have the ownership of how Sonder’s customers go live and adopt our platform. Reporting to the Senior Customer Support Operations Manager you will lead the strategy and delivery of our onboarding program, with a focus on our customers who have purchased premium onboarding or enterprise organisations, ensuring the standard for every customer we onboard is top - class. Success is measured by activation, adoption, customer satisfaction and how well our onboarding scales, so you’ll be accountable for getting customers to real value, not just to launch day.

What You’ll Be Doing

• Design and run a data-driven onboarding program that drives activation and adoption of the Sonder platform, using change management principles to land it inside complex organisations
• Own the onboarding plan end to end for multiple concurrent customers, from enterprise to our Government and Education segment, managing deliverables, dependencies, risks and timelines
• Oversee technical setup for every onboarding customer, including SSO, API integrations and member data, working alongside our Customer Insights, Product and Engineering teams
• Run info sessions, workshops and webinars for customer groups ranging from People Leaders and Ambassadors to Heads of People, Heads of Safety and executives
• Partner with Sales before and after the sale, so onboarding is part of the conversation before the contract is signed
• Track onboarding performance, report to executives, and use the data to build reusable assets, automate processes and keep improving the program
• Build training and playbooks for the CS team and Support Centre, and guide less experienced team members

What You’ll Bring

• 5+ years in a customer-facing role, either in onboarding or customer success leadership with a focus on onboarding 
• A track record of building and scaling onboarding programs for enterprise customers with complex requirements
• Experience running multiple concurrent onboarding projects across SaaS and/or service environments, with strong governance and timely escalation of blockers
• A solid technical understanding of system integrations and data management, including SSO, API integrations and HubSpot
• Change management or large program rollout experience
• Confidence presenting to large groups in person and online, and building credibility with stakeholders from P&C Managers to C-suite
• Strong commercial understanding, with the curiosity to spot cross-sell and upsell opportunities in scope conversations
• Experience in a fast-growing, rapidly changing business, and comfort working with ambiguity

Nice-to-haves

• Experience in HR, wellbeing or safety
• A valid driver’s licence

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.

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and Working With Children Check.

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