Customer Success Manager, SMB

The role

You will drive customer activation, retention, and growth for a portfolio of SMB customers in the built world industries. You will act as a day-to-day partner guiding customers through onboarding and helping them embed products into workflows.

What you will do

• Own a portfolio of SMB customers as their main point of contact post-sale
• Run onboarding and activation including success plans, account configuration, and user training
• Prescribe best-practice workflows for heavy industries
• Drive adoption through proactive check-ins, enablement, and ongoing education
• Monitor account health by tracking usage signals, sentiment, and risks
• Identify growth opportunities and send expansion signals to the Account Management team
• Share product feedback and customer pain points with internal teams
• Stay organised with recap emails and follow up tasks in Salesforce

Required qualifications

• Customer-facing experience (e.g. account management, support, operations, hospitality, admin, retail leadership)
• Clear communication (written and verbal)
• Strong prioritisation and time management
• Problem solving & critical thinking
• Consultative mindset
• Comfort with process and accountability
• Resilience and learning agility
• Attention to detail
• Basic commercial awareness
• Microsoft Office Suite
• Slack
• Salesforce

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
• Excel
• Support tools (e.g. Intercom)
• Call recording/coaching tools (e.g. Fathom)

Benefits

• Competitive, performance-based remuneration
• Equity options
• 20 days paid annual leave, plus sick, carer’s, and compassionate leave
• Parental leave - 16 weeks for primary and 6 weeks for secondary carers
• Professional growth budget and transparent career plans
• Laptop and home office setup budget
• Flexible work with a hybrid rhythm and flexibility to work from anywhere for several weeks a year
• Weekly catered lunches, global offsites, and “Life Story” sessions
• Rooftop garden, wellness centre, showers, and cycle storage in Haymarket

Before you apply

• We hire directly and don’t work with agencies

About the company

Sitemate is a front line AI company for the built world, building software and AI agents for construction, engineering, manufacturing, and energy companies. The team has grown from 5 people in 2018 to over 150 across 18+ countries.