Onboarding Manager

Sydney, NSW. Posted 9 days ago

The role

You will lead the strategy and delivery of the onboarding program for premium and enterprise customers. You will design data-driven programs to drive platform activation and adoption using change management principles.

What you will do

Design and run a data-driven onboarding program
Own the onboarding plan end to end for multiple concurrent customers
Oversee technical setup including SSO, API integrations and member data
Run info sessions, workshops and webinars for customer groups
Partner with Sales before and after the sale
Track onboarding performance and report to executives
Build training and playbooks for the CS team and Support Centre
Guide less experienced team members

Required qualifications

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
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
Strong commercial understanding
Experience in a fast-growing, rapidly changing business

Nice to have

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

Benefits

Hybrid and flexible working environment
Free access to the Sonder app for employees and their families
Paid parental leave: 12 weeks for Primary Carers and 4 weeks for Secondary Carers
Primary Carers return to work at 80% for the first 3 months at full pay
Access to Claude, Gemini and other tools
2 days of study leave
Employee Share Option Plan (ESOP)
Salary Packaging and novated leasing
$250 annually to fund to invest in wellbeing
Free coffee
Dog-friendly office in Sydney HQ
2 days per year of volunteer leave

Before you apply

All Sonder employees are required to complete a National Police Check and Working With Children Check

About the company

Sonder provides workplace health, safety, and wellbeing through a mobile platform with 24/7 support from safety, medical, and mental health professionals. The company has grown across Australia, New Zealand, and the UK since 2017.