Sitemate develops cloud-based data capture and information management software for operational teams. Its customizable systems support asset management, fleet tracking, safety and quality processes, and project delivery, helping organizations collect information in the field, manage workflows, and produce clearer reports from a central platform. Mobile access connects field and office teams across construction, infrastructure, energy, logistics, manufacturing, and consulting environments.
SMB Customer Success Manager - Sydney Hybrid
Manage onboarding, adoption, and retention for Sitemate’s small and medium-sized business customers. Help construction, engineering, manufacturing, and energy teams succeed with Sitemate’s AI-powered software.
Description
- Manage an SMB customer portfolio as the primary post-sale contact
- Develop trusted relationships with customers
- Lead onboarding and activation through success planning, account setup, user training, and support toward initial value
- Advise customers on effective Sitemate workflows for heavy-industry operational use cases
- Increase adoption through proactive check-ins, enablement, and education delivered by calls, email, Loom, and in-app guidance
- Track account health, usage patterns, sentiment, and risks to address churn concerns early
- Spot expansion opportunities across teams, sites, and use cases, then refer them to Account Management
- Provide internal teams with product feedback, recurring customer challenges, and proven practices
- Send meeting summaries, manage Salesforce follow-up tasks, and arrange next steps
- Partner with Sales, Account Management, Support, and Product to resolve blockers and improve customer results
Requirements
- Customer-facing experience in account management, support, operations, hospitality, administration, retail leadership, or a comparable field, with a track record of building trust and handling issues calmly
- Strong written and verbal communication skills, including leading customer calls, clarifying next steps, and writing concise follow-ups
- Strong prioritisation and time-management skills
- Demonstrated problem-solving and critical-thinking abilities
- Consultative approach with the ability to understand customer objectives and recommend suitable workflows
- Comfort working with processes and accountability, including following SOPs, maintaining records and tasks, and reliably closing the loop
- Resilience and ability to learn quickly
- High attention to detail across documentation, customer communications, and internal handovers
- Basic commercial understanding of retention, customer value, and adoption
- Microsoft Office Suite proficiency
- Experience with Slack
- Experience with Salesforce
- Experience with Front
- Experience with Confluence
- Experience with Loom
- Comfort using video-conferencing and calendar tools
- Willingness to work from the Sydney office at least two days per week
- For candidates based in Australia, full permanent work rights
Benefits
- Competitive performance-based remuneration
- Equity options
- 20 days of paid annual leave, plus sick, carer’s, and compassionate leave
- Parental leave of 16 weeks for primary carers and 6 weeks for secondary carers, including adoption and stillbirth support
- Professional development budget and transparent career planning through the Learning & Development program
- Laptop and home-office setup budget
- Hybrid flexibility with two to three office days depending on the role, two work-from-home days each week, and the option to work from anywhere for several weeks annually
- Weekly catered lunches
- Global offsites
- Life Story sessions
- Sydney headquarters benefits including a rooftop garden, wellness centre, showers, and cycle storage
- Defined career development plans
- Access to key company metrics
- Performance-based career progression