Customer Success Manager

Sitemate Pty Ltd

Job Overview

Location

London Office

Job Type

Full-time

Full Job Description

📋 Description

• As an SMB Customer Success Manager at Sitemate, you will be the trusted day-to-day partner for customers after they've signed, guiding them through onboarding, ensuring they get value quickly, and helping them embed Sitemate's products into real-world workflows across the built world industries.
• You will own a portfolio of SMB customers as their main point of contact post-sale, running onboarding and activation, prescribing best-practice workflows, driving adoption through proactive check-ins, monitoring account health, identifying growth opportunities, and serving as the internal voice of the customer to inform product improvements.
• You will join the Go-To-Market function in London, working closely with Sales, Account Management, Support, and Product in a high-performance, fast-paced environment that values transparency, high velocity, hustle, diversity, innovation, autonomy, and collaboration.
• You will develop strong customer-facing and consultative skills, gain deep experience in SaaS customer success within heavy industries, learn to drive adoption and retention through data-informed actions, and build a career based on performance in a company that offers clear development plans and growth opportunities.

🎯 Requirements

• 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

🏖️ Benefits

• Competitive, performance-based remuneration with OTE of £55,000-65,000 (incl. Pension)
• Equity options - 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)
• Learning & Development - professional growth budget and transparent career plans
• Laptop and home office setup budget
• Flexible work - remote and 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

Skills & Technologies

Remote

£55k-65k

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Sitemate Pty Ltd

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About Sitemate Pty Ltd

Sitemate is a cloud-based platform designed to streamline construction and field service operations. It offers a comprehensive suite of tools for project management, site inspections, defect management, safety compliance, and communication. The platform enables teams to capture data in the field using mobile devices, automate workflows, and generate reports in real-time. Key features include customizable checklists, photo and video documentation, task assignment, and integration capabilities with other business systems. Sitemate aims to improve efficiency, reduce errors, enhance collaboration, and ensure compliance across construction projects and field service operations, providing a centralized hub for all site-related activities.

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