Customer Success Manager, SMB
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Key skills for this role
Role Overview
The SMB Customer Success Manager joins the Sydney team to drive customer activation, retention, and growth across a portfolio of built-world customers.
The role guides customers through onboarding, helps them gain value quickly, and supports adoption of Sitemate products in real-world workflows.
The role is suited to someone early in a technology career who enjoys working with people, solving problems, and learning quickly.
Key Skills for This Role
Full Job Posting
Overview
The SMB Customer Success Manager joins the Sydney team to drive customer activation, retention, and growth across a portfolio of built-world customers.
The role guides customers through onboarding, helps them gain value quickly, and supports adoption of Sitemate products in real-world workflows.
The role is suited to someone early in a technology career who enjoys working with people, solving problems, and learning quickly.
Compensation
- OTE remuneration is AU$100,000 including superannuation.
- Base salary is AU$90,000 including superannuation, with AU$10,000 commission.
About Sitemate
Sitemate builds software for construction, infrastructure, and industrial companies.
Dashpivot converts paper and spreadsheet processes into digital workflows usable in the field on mobile or tablet.
Flexible Work
- The role includes two to three in-office days and work from home for the rest of the week.
- Employees can work from anywhere for several weeks each year.
Day-to-Day Responsibilities
- Own a portfolio of SMB customers as their main post-sale contact and build strong relationships.
- Run onboarding and activation, set success plans, configure accounts, train users, and guide customers to early wins.
- Recommend best-practice workflows for operational use cases across heavy industries.
- Drive adoption through proactive check-ins, enablement, and ongoing education.
- Monitor account health, usage, sentiment, and risks to prevent churn.
- Identify expansion signals and refer opportunities to Account Management.
- Share customer feedback and recurring pain points with internal teams.
- Send meeting recaps, maintain Salesforce tasks, and schedule follow-ups.
Role Challenges
The role requires prioritising customers at different stages of onboarding, configuration, adoption, and churn risk.
Customers work in complex heavy-industry environments with sites, crews, and changing priorities.
The role includes professionally addressing low engagement, influencing stakeholders, and resetting expectations.
The team uses structured SOPs, clear expectations, and performance standards.
Who This Role Is For
- Customer-facing experience in account management, support, operations, hospitality, administration, retail leadership, or a similar field.
- Strong communication, prioritisation, problem-solving, consultative, process, resilience, learning, and attention-to-detail skills.
- Basic commercial awareness of retention, customer value, and adoption.
- Experience in SaaS, construction or field operations, renewals, reporting, or cross-functional collaboration is desirable.
Essential Tools
- Microsoft Office Suite, Slack, Salesforce, Front, Confluence, Loom, video conferencing, and calendar tools.
Bonus Tools
- Excel, Intercom or similar support tools, Fathom or similar call coaching tools, Power BI or Tableau, and Trello or Jira.
What We Offer
- Equity options, paid annual leave, parental leave, learning and development support, and a laptop and home office setup budget.
- The company offers community activities, global offsites, and Sydney headquarters facilities.
About sitemate
Australian SaaS company turning field voice, photos, and conversations into structured compliance records for built-world companies.
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