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- Tasks: Drive customer success by onboarding, retaining, and growing SaaS clients in construction.
- Company: Join Sitemate, a leading software company transforming the construction industry.
- Benefits: Competitive salary, equity options, flexible work, and generous leave policies.
- Why this job: Make a real impact in a fast-paced environment while collaborating with diverse teams.
- Qualifications: Experience in customer-facing roles and strong problem-solving skills required.
- Other info: Dynamic culture focused on transparency, growth, and innovation.
The predicted salary is between 69300 - 69300 ÂŁ per year.
Thanks for stopping by and learning more about this role at Sitemate! We’re looking for a Strategic 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.
Salary
- OTE Remuneration: ÂŁ77,000 (incl. Pension)
- Base Salary: ÂŁ69,300 (incl. Pension)
- Commission: ÂŁ7,700 (incl. Pension)
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.
Life at Sitemate
At Sitemate, you’ll join a team that values transparency, high velocity, hustle, diversity, and innovation. 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.
How We Work
- Transparency: Monthly All‑Hands meetings share updates on metrics, customer stories, hiring plans, and financial performance.
- 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.
- Autonomy: We focus on outcomes, not hours.
- Collaboration: You’ll work closely with talented teammates across engineering, product, design, marketing, sales, and customer success.
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
- Learning & Development – professional growth budget and transparent career plans
- Laptop and home office setup budget
- Flexible work – remote and hybrid options
- Community & Connection – weekly catered lunches, global off‑sites, 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.
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
Must Have Skills & Experience
- 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
Tools
- Essential Tools: Microsoft Office Suite, Slack, Salesforce, Confluence, Loom, Video conferencing (Zoom/Teams)
- 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
- 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
Strategic Customer Success Manager in London employer: Sitemate
Contact Detail:
Sitemate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Customer Success Manager in London
✨Tip Number 1
Get to know the company inside out! Watch that role presentation video and dive into Sitemate's mission and values. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn, join relevant groups, and engage in discussions. This can give you insider info and might even lead to a referral – which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with the role of Strategic Customer Success Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind for the hiring team.
We think you need these skills to ace Strategic Customer Success Manager in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see why you're excited about being a Strategic Customer Success Manager at Sitemate and how you can contribute to our mission in the construction industry.
Tailor Your Experience: Make sure to highlight your relevant experience in customer-facing roles. We’re looking for someone who can demonstrate strong ownership and problem-solving skills, so share specific examples that showcase your abilities in these areas.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on communicating your key achievements and skills effectively. Remember, less is often more!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Sitemate
✨Know Your Customer Success Basics
Before the interview, brush up on key concepts in customer success, especially in a SaaS context. Understand how onboarding, retention, and growth strategies work, particularly in the construction industry. This will help you speak confidently about how you can drive customer outcomes.
✨Showcase Your Problem-Solving Skills
Prepare specific examples from your past experiences where you've successfully solved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Familiarise Yourself with Sitemate’s Products
Take some time to explore Sitemate's flagship product, Dashpivot. Understand its features and benefits, and think about how you would recommend its use to customers. This knowledge will demonstrate your genuine interest in the role and the company.
✨Emphasise Your Collaborative Spirit
Since this role involves working closely with various teams, be ready to discuss how you’ve collaborated in the past. Highlight your ability to communicate effectively across departments and how you’ve contributed to a positive team culture.