Customer Success Manager, SMB

Sitemate Pty Ltd

Job Overview

Location

Sydney, Australia

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager for SMB at Sitemate, you will serve as the trusted day-to-day partner for small and medium business customers in the built world industries, guiding them from post-sale onboarding through activation, adoption, and long-term value realization. Your role is critical in turning new customers into successful, retained users by ensuring they achieve measurable outcomes quickly and embed Sitemate’s Dashpivot platform into their real-world workflows across construction, infrastructure, and industrial operations.
• You will own and manage a portfolio of SMB customers as their primary point of contact after sale, building strong relationships through proactive engagement, tailored onboarding, and consistent communication. This includes running activation processes such as setting up success plans, configuring accounts to match operational use cases, training users via calls, emails, Loom videos, and in-app guidance, and helping customers achieve their first wins rapidly to build confidence and momentum.
• You will drive product adoption and retention by monitoring account health through usage signals, sentiment analysis, and risk indicators, then taking early action to address concerns, remove blockers, and prevent churn. Simultaneously, you will identify expansion opportunities — such as additional teams, sites, or new use cases — and hand them off to the Account Management team for follow-up, contributing to net revenue retention.
• You will act as the internal voice of the customer by systematically collecting and sharing product feedback, recurring pain points, and success stories with Product, Engineering, and Sales teams to inform roadmap priorities and improvements. This involves documenting insights from customer interactions, participating in cross-functional syncs, and advocating for customer needs in a structured, data-informed way.
• You will collaborate closely with Sales, Account Management, Support, and Product teams to ensure seamless handoffs, align on customer goals, and contribute to a unified customer experience. This includes attending deal reviews, sharing post-sale context, and helping shape go-to-market strategies based on real-world customer feedback from heavy industry environments.
• You will maintain high standards of organisation and accountability by sending recap emails after every meeting, updating follow-up tasks in Salesforce, logging customer interactions in Confluence, and adhering to SOPs to ensure clarity, consistency, and traceability across all customer touchpoints.
• You will operate in a high-velocity, transparent, and autonomous environment where performance is rewarded based on outcomes, not hours. You’ll have access to key company metrics, clear career development paths, and the freedom to structure your day to maximise impact — supported by a culture that values hustle, learning agility, and continuous improvement.
• You will grow your career in a fast-scaling tech company with deep industry expertise, gaining experience in SaaS customer success, B2B relationship management, and workflow optimisation for complex, field-based operations. Over time, you’ll develop skills in consultative selling, customer health monitoring, cross-functional advocacy, and SaaS metrics — positioning you for advancement into senior Customer Success, Account Management, or Product roles.

🎯 Requirements

• Proven customer-facing experience in roles such as account management, support, operations, hospitality, admin, or retail leadership, with demonstrated ability to build trust, handle issues calmly, and guide customers toward successful outcomes.
• Strong written and verbal communication skills, including the ability to run effective customer calls, clearly summarise next steps, and write concise, professional follow-up emails and documentation.
• Excellent prioritisation and time management skills, enabling you to manage a dynamic portfolio of customers at various stages of the lifecycle while staying proactive and organised.
• Strong problem-solving and critical thinking abilities, allowing you to diagnose customer challenges, evaluate options, and recommend practical, workflow-based solutions tailored to heavy industry contexts.
• A consultative mindset — you ask insightful questions to understand customer goals, challenges, and operational realities, then recommend appropriate configurations and best practices rather than just providing procedural answers.
• Comfort with process and accountability: you consistently follow SOPs, keep notes and tasks up to date in tools like Salesforce and Confluence, and reliably close the loop on customer commitments and internal handovers.

🏖️ Benefits

• Competitive, performance-based remuneration with an OTE of AU$100,000 (including Super), comprising a base salary of AU$90,000 and commission potential of AU$10,000.
• Equity options that allow you to own a meaningful stake in the company’s growth and success as you contribute to building Sitemate’s platform.
• 20 days of paid annual leave, plus additional sick, carer’s, and compassionate leave to support work-life balance and personal wellbeing.
• Generous parental leave policy: 16 weeks for primary carers and 6 weeks for secondary carers, inclusive of adoption and stillbirth support.
• Annual learning and development budget, transparent career progression plans, and access to professional growth resources to support your skill advancement.
• Provision of a laptop and home office setup budget to ensure you have the tools needed to work effectively, whether remotely or in the Sydney HQ.
• Flexible work arrangements, including remote or hybrid options and the ability to work from anywhere for several weeks each year, underpinned by a culture of trust and autonomy.
• Access to Sydney HQ perks such as a rooftop garden, wellness centre, showers, and cycle storage in Haymarket, promoting health, wellbeing, and sustainable commuting.
• Regular team connection opportunities including weekly catered lunches, global offsites, and ‘Life Story’ sessions that foster belonging, transparency, and cross-cultural understanding across the distributed team.

Skills & Technologies

Remote

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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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