Customer Renewals Manager (6 month Fixed Term Contract)

Sonder is an Australian-founded employee care platform that gives organisations a single place to support their people’s health, mental wellbeing, and personal safety. Rather than routing employees through fragmented services. Sonder unifies medical advice, mental health support, and safety assistance in one 24/7 mobile app. Employees access the platform directly from their phone. When they reach out, they are connected to real clinicians, nurses, psychologists, and social workers via live chat or phone, typically within 30 seconds. The platform is available around the clock, every day of the year.

Sonder is headquartered in Sydney and also operates in New Zealand and the United Kingdom. It is the first technology company to have achieved accreditation from the Australian Council on Healthcare Standards (ACHS), placing it alongside leading hospitals and healthcare institutions in Australia and globally.

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.
That ambition extends to how we run the business. Sonder is actively building toward an AI-native organisation, where automation and intelligent tooling are embedded into how every function operates.

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!

Our Company Values
● We focus on impact
● We choose action over perfection
● We navigate the minefields
● We deliver a four-quarter effort
● We are on the journey together

Join Sonder’s mission to deliver timely and effective global support, and contribute to empowering people to be at their best.

About the role

We're looking for a highly organised and commercially minded Customer Renewals Manager to join Sonder on a 6-month fixed-term contract. This role sits at the heart of our Customer team, owning the end-to-end renewal and seat expansion process across our Tech Touch customer portfolio.

Working in a fast-paced, high-growth environment, you'll play a critical role in protecting recurring revenue, driving customer growth opportunities, and ensuring our commercial operations run seamlessly. If you're someone who thrives on process, enjoys working with data and systems, and takes pride in delivering high-quality outcomes, we'd love to hear from you.

What you’ll be doing

• Owning the end-to-end renewal process for a high-volume portfolio of customer accounts, ensuring all renewals are completed accurately and on time
• Identifying and progressing customer expansion opportunities to support revenue growth
• Managing and maintaining deal pipelines in HubSpot, ensuring data accuracy and strong pipeline hygiene
• Preparing and coordinating commercial documentation, including proposals, contracts, and order forms
• Partnering closely with Customer Success, Finance, Legal, and Operations teams to keep deals progressing smoothly
• Monitoring and reporting on renewal and expansion performance metrics and pipeline health
• Identifying opportunities to improve processes, reduce manual effort, and enhance operational efficiency
• Acting as a trusted operational partner to support Sonder's continued growth and customer retention strategy.

Operationally, success is reflected in a well-managed pipeline, a high on-time renewal rate, measurable contribution to Tech Touch seat expansion, and consistent achievement of commercial performance targets.

About you

You're someone who loves bringing order to complexity and takes genuine pride in getting the details right. Highly organised and naturally proactive, you thrive in fast-paced environments where managing multiple priorities and keeping things moving is second nature.

You have experience in customer operations, renewals, account administration, or customer success within a SaaS or technology environment and understand the importance of delivering a seamless customer experience while protecting commercial outcomes.

You'll also bring:

• 2-3 years' experience in a customer-facing, operations, customer success, or administrative role, ideally within a SaaS or technology business
• Experience managing high volumes of work while maintaining exceptional attention to detail
• Strong systems capability, with experience using CRM platforms such as HubSpot, Salesforce, or similar
• Confidence preparing contracts, proposals, and commercial documentation
• Excellent organisational and time management skills, with the ability to prioritise and meet deadlines
• Strong written and verbal communication skills and the ability to collaborate across multiple teams
• A proactive mindset and willingness to identify opportunities to improve processes and ways of working
• Experience with subscription, renewals, or recurring revenue models will be highly regarded
• Curiosity and comfort using AI tools to improve efficiency and automate manual tasks.

Most importantly, you're someone who takes ownership, enjoys solving problems, and gets satisfaction from delivering high-quality work that has a direct impact on customers and business growth.

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 3 days in-office collaboration and 2 days work from home flexibility, empowering you to optimise your productivity and work-life balance.
• Gain free access to the Sonder app for you and your family, offering 24/7 on-demand support for health, wellbeing, and safety.
• $1000 annual contribution as part of your development plan + 2 days of study leave
• 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.
• Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success.
• Salary packaging 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 on Fridays, catered lunch on Thursdays and a breakfast spread on Monday mornings
• Team social fund to connect with your team, plus company wide social events.
• Dog-friendly office.
• 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/

Sonder is committed to creating an inclusive and diverse workplace for everyone. We offer equal opportunities to all, regardless of race, gender, age, disability, political beliefs, sexual orientation, or any protected status. All qualified applicants are encouraged to apply and join us in fostering a respectful and empowering environment.

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC

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