Implementation Manager at Sonderaustralia

About Sonder 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. Our platform provides 24/7 real-time support from safety, medical, and mental health professionals — and when it matters most, we show up on the ground too. Since founding in 2017, we've grown fast — 1,000,000+ members across Australia, New Zealand, and the UK, backed by Seek and Blackbird. Now we're scaling further, and we need people who are ready to grow with us. About the Role We're looking for an Implementation Manager to own the end-to-end onboarding experience for new Sonder customers. This role sits at the intersection of customer relationships, technical problem-solving, and project delivery. You'll pick up where sales leaves off — guiding customers through configuration and launch, aligning expectations across teams, and setting the conditions for a strong, lasting partnership. It's a role for someone who thrives on clarity in complexity and takes genuine pride in getting things right. What You'll Do • Own the full implementation journey for new customers - from sales handover through to a successful, on-time launch that sets the right conditions for an ongoing partnership • Lead implementation rhythms, kick-off calls, readiness checks, and cross-functional syncs - keeping customers and internal teams aligned and accountable • Build and manage project plans that define timelines, milestones, and deliverables, proactively surfacing risks before they become blockers • Bring customer feedback back into the business, informing how we improve the onboarding methodology and the Sonder product itself • Champion the CRM platform as the operational backbone of implementation, using it to automate, track, and drive efficiency across every customer engagement • Own the resolution loop across Product, Engineering, Data, and Operations, triaging API and integration issues that surface during implementation, managing escalation paths, and ensuring nothing blocks a customer's path to live. What You'll Bring • 3+ years in a SaaS implementation role or technical onboarding role • Strong technical aptitude - you can bridge the gap between product capability and customer need without losing either audience • Demonstrated experience with Customer Success platforms (Planhat, HubSpot or similar) • Sharp project management skills - you can manage multiple customers in parallel without dropping the ball • A communication style that builds trust quickly, with both technical and non-technical stakeholders • Comfort in a fast-paced, high-growth environment where things change and you adapt • A genuine curiosity about process and technology - you look for the better way, then build it 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 - the right balance of in-office collaboration and working from home • Free Sonder app access for you and your family, including 24/7 support • Paid parental leave: 12 weeks for Primary Carers and 4 weeks for Secondary Carers, plus Primary Carers return at 80% hours for the first 3 months at full pay • 2 days of study leave annually • Employee Share Option Plan (ESOP) - share in Sonder's success • Salary packaging and novated leasing • $250 annual wellbeing fund - yours to use however works best for you • Free coffee from the local cafe on Friday’s! • Dog-friendly office at our Sydney HQ • 2 days volunteer leave per year Check out our life page for more: [Upgrade to PRO to see link] 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. #LI-Hybrid