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- Tasks: Drive customer success and growth in the construction SaaS industry.
- Company: Join Sitemate, a leading software company transforming construction processes.
- Benefits: Competitive salary, equity options, flexible work, and generous leave policies.
- Why this job: Make a real impact by helping customers succeed with innovative software solutions.
- Qualifications: Experience in customer-facing roles and strong problem-solving skills required.
- Other info: Dynamic team culture focused on transparency, collaboration, and continuous improvement.
The predicted salary is between 69300 - 77000 ÂŁ per year.
We are looking for a Commercial Customer Success Manager to join our London team, helping drive customer onboarding, retention, and growth across a portfolio of SaaS customers in the construction industry. This role is focused on owning customer outcomes end-to-end, ensuring customers realise value quickly and expand their usage over time. You’ll work closely with customers to configure workflows, solve problems, and embed our platform into their operations.
About Sitemate: Sitemate builds best-in‑class software for the built world - empowering construction, infrastructure, and industrial companies to work smarter and faster. Our flagship product, Dashpivot, helps teams move their processes from paper and spreadsheets into powerful, digital workflows that can be used in the field on mobile or tablet. This enables companies to automate repetitive tasks, track progress in real time, and make better decisions every day. 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 under‑represented ethnic backgrounds, 43% identify as female, and our team spans ages 22–51.
How We Work:
- Transparency: Monthly All‑Hands meetings share updates on metrics, customer stories, hiring plans, and financial performance. Every session also includes a “Life Story” from one team member - building genuine connection and understanding across our global team.
- High Velocity: We use best‑in‑class, integrated systems to eliminate manual work and give you the information you need to make fast, high‑quality decisions.
- Hustle: You’ll be rewarded for performance. Seven of our last ten pay increases were proactive - driven by results, not requests.
- Autonomy: We focus on outcomes, not hours. You’ll have flexibility to manage your day, with no time monitoring or unnecessary meetings.
- Collaboration: You’ll work closely with talented teammates across engineering, product, design, marketing, sales, and customer success - sharing ideas and learning together every day.
What We Offer:
- Competitive, performance‑based remuneration
- 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
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 customers as their primary point of contact
- Onboard new customers and drive successful implementation
- Prescribe recommendations for configuring the platform across various construction use cases
- Monitor account health, identify churn risks, and proactively intervene
- Drive product adoption, retention, and expansion opportunities
- Collaborate cross‑functionally with Sales, Product, and Support
Challenges:
- Managing a diverse portfolio of customers at different lifecycle stages
- Prioritising effectively in a fast‑paced, high‑expectation environment
- Navigating a steep learning curve in the early months
- Adapting to structured processes and adopting new ways of working
Who This Role is For:
- Someone who demonstrates strong ownership and consistently delivers high‑quality outcomes
- A self‑driven, growth‑oriented operator who proactively solves problems
- A team player who contributes to culture, coaches others, and improves processes
- Someone comfortable working in a fast‑paced SaaS environment with high standards
Who This Role is Not For:
- Candidates without prior experience in customer‑facing commercial roles (Customer Success, Account Management, or similar)
- Individuals who require close direction or prefer highly structured, low‑change environments
- Those not comfortable with pace, accountability, and continuous improvement
Skills & Experience:
- Must Have:
- Customer‑facing commercial experience (Customer Success, Account Management, or similar)
- Strong analytical and problem‑solving skills
- High ownership and execution capability
- Excellent communication and stakeholder management
- Ability to manage multiple priorities effectively
- Experience in SaaS or construction technology
- Coaching or mentoring experience
- Adaptability and flexibility in fast‑paced environments
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)
First 6 Months – Success Criteria: By month 6, the person will have:
- Successfully onboarded and managed a portfolio of customers
- Built strong relationships with key stakeholders across accounts
- Demonstrated the ability to identify and mitigate churn risks
- Driven measurable improvements in customer adoption and engagement
- Become confident in prescribing solutions and workflows within the platform
- Contributed to team processes and shared learnings
Commercial Customer Success Manager in London employer: Sitemate
Contact Detail:
Sitemate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Commercial Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the construction and SaaS industries on LinkedIn. Join relevant groups, engage in discussions, and don’t be shy to ask for informational interviews. You never know who might have a lead on your dream job!
✨Tip Number 2
Prepare for those interviews! Research Sitemate thoroughly—know their products, values, and recent news. Practice common interview questions and think about how your experience aligns with the role of Commercial Customer Success Manager. Confidence is key!
✨Tip Number 3
Showcase your skills! If you’ve got a portfolio or case studies from previous roles, bring them along to your interviews. Demonstrating your problem-solving abilities and customer success stories can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Sitemate team. Let’s get you that interview!
We think you need these skills to ace Commercial Customer Success Manager in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role and the construction industry shine through. We want to see that you’re genuinely excited about helping customers succeed with our software!
Tailor Your Experience: Make sure to highlight your relevant experience in customer success or account management. We’re looking for specific examples of how you’ve driven customer outcomes and solved problems in previous roles.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, as we appreciate direct communication and want to understand your fit for the role quickly.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Sitemate
✨Know Your Customer Success Stuff
Make sure you brush up on your customer success principles, especially in a SaaS context. Be ready to discuss how you've driven customer onboarding and retention in the past, and think of specific examples that showcase your problem-solving skills.
✨Understand the Construction Industry
Since this role is focused on the construction sector, do some research on common challenges faced by companies in this industry. Familiarise yourself with terms and workflows relevant to construction technology, so you can speak confidently about how Sitemate's platform can add value.
✨Show Off Your Communication Skills
As a Commercial Customer Success Manager, you'll need to communicate effectively with various stakeholders. Prepare to demonstrate your communication style during the interview. You might even want to practice explaining complex concepts in simple terms, as this will be crucial when onboarding customers.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your ability to handle multiple priorities and churn risks. Think of situations where you've had to adapt quickly or manage a diverse portfolio of clients, and be prepared to share how you approached those challenges.