Customer Success Associate

Link to role presentation video: https://www.loom.com/share/7e58941460414c8db5315082c1f1d009

👋 Thanks for stopping by and learning more about this role at Sitemate! ✨🏗️

We’d love to hear from you 👩‍💻👩🏽‍💻🧑🏿‍💻👨🏻‍💻

📝 Role Overview

We’re looking for an enthusiastic and motivated Customer Success Associate to join our North America team in our new Austin office. This entry-level role is designed for recent graduates or individuals looking to start their career in Customer Success within the SaaS industry.

In this role, you’ll work closely with our Customer Success and Sales teams to support onboarding, retention, and growth for our SMB customers, while also gaining exposure to the broader GTM function. As the first CS hire in Austin, you’ll work directly alongside our CRO, giving you a unique opportunity to learn from senior leadership while contributing as a foundational member of this growing office.

About Sitemate

🏗️ Help transform the world’s most important industries.

Sitemate builds digital tools that modernise how construction and industrial companies get work done - replacing spreadsheets and paper with powerful, mobile-first software used on site every day.

Our mission is to build best-in-class software for the built world, empowering companies to streamline how they capture, organise, and analyse information - so they can deliver projects faster, safer, and more sustainably.

We’re backed by Blackbird, have achieved strong product–market fit, and are scaling fast. If you want to work on meaningful problems with a global team that values outcomes, innovation, and ownership - we’d love to meet you!

💬 Want to know what it’s like to work at Sitemate?

Explore our Careers Page to learn more about:

• Our People of Sitemate stories - meet the team and hear their journeys firsthand

• Our Culture & Values - transparency, high velocity, hustle, diversity, and innovation

• Our Mission - building software that helps the world build better

✨ Perks & Benefits - designed to support you in doing your best work

• Competitive, performance-based remuneration

• Equity options - own a piece of what you’re helping to build

• 20 days paid annual leave, plus sick, carer’s, and compassionate leave

• Parental leave - 16 weeks for primary and 6 weeks for secondary carers (including adoption and stillbirth support)

• Comprehensive health coverage - Medical, Dental, and Vision insurance (company pays 100%)

• Retirement savings - 401k plan

• Health Savings Plan (HSA) - Tax-advantaged healthcare savings

• Life and disability protection - Basic life insurance, AD&D, short-term and long-term disability coverage

• Pension plan - Customized retirement benefits

• Learning & Development - professional growth budget and transparent career plans

• Laptop and home office setup budget

• Flexible work - remote or hybrid options, plus the ability to work from anywhere for several weeks each year

• Community & Connection - weekly catered lunches, global offsites, and “Life Story” sessions

🎧 Hear from our team and leaders:

• Building Sitemate’s Product and Culture – reflections from our CEO on scaling with purpose

• Building and Scaling Engineering Teams – insights from our CTO on creating an environment where engineers thrive

• From Intent to Impact – a conversation on deliberate growth and culture

• Drafting Toward the Future – lessons from Startmate, radical transparency, and Sitemate’s future vision

👷 Hear from our customers:

• G2 Crowd

• Trust Radius

📖 Read more from our CEO:

• Building Sitemate’s Product and Culture – reflections on scaling with purpose and staying true to our mission

🔧 Day-to-Day

• Take ownership of a portfolio of SMB customers, as their main point of contact.

• Prescribe recommendations for configuring our software for a range of use cases in the heavy industries

• Monitor customer account health, identify customers at-risk of churn and take proactive steps to address present/upcoming risk

• Identify opportunities to upsell our existing customer base, looping in an Account Manager as required

• Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement where opportunities exist

• Effectively use tools such as Salesforce, Front and Vitally to ensure key client information is captured and shared internally

• Respond to incoming NPS survey responses, collect customer feedback and relay insights to our product team

• Help resolve support queries and escalate issues to our product team if required

• Build long-lasting relationships with customers to increase retention, minimise churn and drive loyalty & advocacy

⚡ Challenges

• As North America is our newest region, priorities can shift quickly, and you may be called on to support different areas as needed

• You’ll be balancing a portfolio of clients across the customer journey. You’ll need to be organised with managing your time and strategic in prioritising tasks 📅

• Pace - we move quickly and our expectations are high. There's a lot of information to take on in the initial months which could be daunting for some, but for those who like a challenge this role is for you 🚀

• We have a strong culture based on core values and standard operating procedures, you may need to unlearn a few things from previous experience

✅ Who This Role is For

• Recent graduates eager to gain experience in SaaS, or someone looking to break into tech

• A self-starter who thrives in a fast-paced, high-growth SaaS environment.

• Adaptable, flexible individuals who thrive in dynamic environments.

• A strong communicator who enjoys problem-solving and building relationships with customers

🚫 Who This Role is Not For

• Individuals who are already highly experienced as a CSM in the tech space

• Individuals who need constant direction and supervision.

• Those who struggle with ambiguity or shifting responsibilities.

• Someone looking for a highly structured, slow-paced environment with little change

🎯 Skills & Tools

Must Have:

• Recent graduate (Bachelor’s degree or equivalent experience).

• Strong organisational skills and attention to detail.

• Ability to work independently and adapt to changing priorities.

• Strong communication skills.

Nice to Have:

• Prior exposure to Salesforce (or other CRM systems).

• Experience building presentations in Google Slides / PowerPoint.

• Internship or part-time experience in SaaS, consulting, or customer-facing work.

Essential Tools:

• Microsoft Office Suite

• Google Suite

Bonus Tools:

• Slack

• Salesforce

• Tableau