Customer Success Manager, SMB

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 London 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.

About Sitemate

Sitemate is the front line AI company for the built world. We build software and AI agents for construction, engineering, manufacturing, and energy companies, helping field teams capture work as it happens and the business turn that activity into structured, auditable records. The Sitemate platforms include Dashpivot, Gearbelt, the Sitemate App, and Flowsite, and Sitemate’s AI agent is called Storm. Storm is our AI agent layer, working underneath Dashpivot, Gearbelt, the Sitemate App, and Flowsite to turn what happens on-site into structured, auditable records. We’ve achieved strong product-market fit - generating thousands of new monthly leads through word-of-mouth and organic marketing alone. Backed by Blackbird, Australia and New Zealand’s #1 venture capital firm, and a graduate of the Startmate Accelerator, Sitemate has grown from 5 people in 2018 to over 150 across 18+ countries. Our team blends deep industry experience with cutting-edge product design to build tools that modernise one of the world’s largest and most essential industries.

Life at Sitemate

At Sitemate, you’ll join a team that values transparency, high velocity, hustle, diversity, and innovation - not as buzzwords, but as the principles we work by every day. We move fast, communicate openly, and operate with trust and autonomy. You’ll have access to key company metrics, clear career development plans, and the opportunity to grow your career based on performance, not tenure. We believe diverse teams build better products. Our team includes members from 18+ countries - 55% identify as coming from underrepresented ethnic backgrounds, 43% identify as female, and our team spans ages 22–51.

Our Core Values

• Handle with Care: Handle with thought and care, decisions are considered and consciously delivered.
• Everything Engineered: Everything engineered, intentional, planned and systematic.
• Quality Certified: Do it well, with attention to detail and accuracy, or don’t do it at all.
• Fast Tracked: Fast, incremental, and constant delivery of change.
• High Vis: A high visibility, transparent and open environment.
• Rain, Hail or Shine: Show up for your team, your customers and yourself.

What We Offer

• Competitive, performance-based remuneration.
• Equity options - own a piece of what you’re helping to build.
• 25 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.
• Employee Assistance Program (EAP) - for confidential counseling, mental health support, and life resources.
• Laptop and home office setup budget.
• Flexible work - a hybrid rhythm, with 2 to 3 days in office, 2 WFH each week - with the flexibility to work from anywhere for several weeks a year.
• Community & Connection - weekly catered lunches, global offsites, and “Life Story” sessions.
• London office perks - large private outdoor terrace, on-site showers & bike storage, surrounded by cafés, galleries & vibrant nightlife in the heart of Shoreditch and a 5-minute walk to Old Street tube.

Equal Opportunity

We’re proud to be an equal opportunity employer. Sitemate welcomes applicants of all genders, ethnicities, ages, sexualities, and abilities. Our team’s diversity is one of our greatest strengths, and we’re committed to ensuring an inclusive environment where everyone can thrive.

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 every 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

• 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

• 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 Principles, 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 hire directly and don’t work with agencies.