Customer Success Manager, SMB

Link to role presentation video also accessible here: https://www.loom.com/share/01f56faaae124283ad31857da2b774f5

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

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

📝 Overview

We’re looking for an SMB Customer Success Manager to join our Sydney team and help drive customer activation, retention, and growth across a portfolio of customers across the built world industries. You’ll be the trusted day-to-day partner for customers after they’ve signed, guiding them through onboarding, ensuring they’re getting value quickly, and helping them embed Sitemate’s products into real-world workflows.

This role is ideal for someone early in their tech career who enjoys working with people, solving problems, and learning fast. You’ll collaborate closely with Sales, Account Management, Support, and Product to remove blockers, improve customer outcomes, and share feedback that shapes what we build next.

Success in this role looks like: healthy accounts, strong adoption, happy customers, and clear action plans for improving usage and reducing churn risk.

Employment:

• Salary:

  • OTE Remuneration: AU$100,000 (incl. Super)

  • Base Salary: AU$90,000 (incl. Super)

  • Commission: AU$10,000

🏗️ 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)

• Free, confidential wellbeing support via our Employee Assistance Program (EAP)

• 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

• Sydney HQ perks – rooftop garden, wellness centre, showers, and cycle storage in Haymarket

🎧 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

📖 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

• Own a portfolio of SMB customers as their main point of contact post-sale, building strong relationships and trust.

• Run onboarding and activation: Set success plans, configure accounts, train users, and guide customers to their first wins quickly.

• Prescribe best-practice workflows: Recommend how to configure Sitemate for different operational use cases across heavy industries.

• Drive adoption through proactive check-ins, enablement, and ongoing education (calls, emails, Looms, and in-app guidance where relevant).

• Monitor account health: Track usage signals, sentiment, and risks, then take action early to prevent churn.

• Identify growth opportunities (where appropriate): Look for expansion signals, additional teams/sites, and new use cases, then send them through to the Account Management team to action them.

• Be the internal voice of the customer: Share product feedback, recurring pain points, and what’s working well to inform priorities and improvements.

• Stay organised: Send recap emails after ever meeting, set follow up tasks in Salesforce, and book in follow-ups to operate with clarity and consistency.

⚡ Challenges

• Balancing a portfolio across the journey: You’ll have customers at different stages (new onboarding, configuring account, started usage, activated, at risk, etc), so prioritisation is key.

• Pace and learning curve: We move quickly and expect high ownership. The first few months involve a lot of product, process, and industry context, this environment suits someone who likes learning fast.

• Complex, practical environments: Our customers operate in heavy industries with real constraints (sites, crews, shifting priorities). You’ll need to be pragmatic and outcome-focused.

• Tough conversations: You’ll sometimes need to address low engagement, push for action, or reset expectations, professionally and confidently.

• Strong operating standards: We have clear SOPs and ways of working. If you’re used to “making it up as you go,” you may need to unlearn some habits and lean into the engineered structure.

✅ Who This Role is For

• This role will suit you if you:

  • Enjoy building relationships and helping customers achieve outcomes (not just answering questions).

  • Are organised and proactive, you like planning your week, tracking follow-ups, and staying ahead of risks.

  • Have strong customer-facing experience (hospitality, retail, admin, operations, support, account management, etc.) and want to move into tech.

  • Learn quickly and bring a growth mindset: You seek feedback, apply it, and improve your approach.

  • Are a problem solver who can diagnose what’s happening, propose a solution, and guide the customer through change.

  • Like working in a team that values clarity, accountability, and continuous improvement.

🚫 Who This Role is Not For

• This role is likely not a fit if you:

  • Prefer purely reactive work (e.g. only handling inbound support) rather than proactively managing a portfolio.

  • Struggle to juggle multiple priorities or find it difficult to manage your time independently.

  • Avoid customer calls or find it uncomfortable to lead conversations, influence stakeholders, or drive next steps.

  • Prefer highly slow-paced environments with low change and minimal process.

  • Want a role with minimal structure, this team runs with standard Operating Principals, clear expectations, and performance standards.

🎯 Skills & Tools

Must Have:

• Customer-facing experience (e.g. account management, support, operations, hospitality, admin, retail leadership) with evidence of building trust and handling issues calmly

• Clear communication (written and verbal): Can run customer calls, summarise next steps, and write crisp follow-ups

• Strong prioritisation and time management

• Problem solving & critical thinking: Can diagnose what’s going on, propose options, and guide a customer to the best outcome

• Consultative mindset: Asks good questions, understands customer goals, and recommends workflows (not just “how-to” answers)

• Comfort with process and accountability: Follows SOPs, keeps notes/tasks up to date, and closes the loop reliably

• Resilience and learning agility: Can absorb feedback, adapt quickly, and stay positive in a fast-paced environment

• Attention to detail: Accurate in documentation, customer comms, and internal handovers

• Basic commercial awareness: Understands retention, customer value, and why adoption matters (even if you haven’t owned renewals before)

Nice to Have:

• Experience in SaaS / tech (support, onboarding, success, sales, implementation)

• Familiarity with customer health signals (usage, sentiment, risk) and retention habits

• Experience supporting customers in construction / trades / field operations / heavy industry or similar practical environments

• Exposure to renewals or expansion conversations (even informally)

• Comfort working with data (basic reporting, spotting trends, using dashboards)

• Experience collaborating cross-functionally with Sales, Support, and Product

• Technical aptitude: Quick to learn new software and explain workflows simply

Essential Tools:

• Microsoft Office Suite

• Slack

• Salesforce

• Front

• Confluence

• Loom

• Video conferencing (Zoom / Teams) and calendar tools (scheduling, invites)

Bonus Tools:

• Excel

• Support tools (e.g. Intercom)

• Call recording/coaching tools (e.g. Fathom)

• Analytics / reporting (e.g. Power BI / Tableau)

• Project/task tools (e.g. Trello / Jira)

(PLEASE Note: We do not use recruitment partners or services, so please save your time and don't reach out)