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Salary: AUD 90,000 - 100,000 / annual
Sitemate is an AI-powered software company serving the built world (construction, engineering, manufacturing, energy). They've achieved strong product-market fit and are backed by Blackbird VC. The company has grown from 5 people in 2018 to 150+ across 18+ countries.
You'll join the Sydney team as a Customer Success Manager for SMB accounts, owning a portfolio of customers post-sale and serving as their trusted day-to-day partner. Your core responsibilities include:
**Day-to-Day Work:**
- Own and manage a portfolio of SMB customers, building strong relationships and trust as their primary point of contact
- Run onboarding and activation: create success plans, configure accounts, train users, and guide customers to early wins
- Prescribe best-practice workflows tailored to different operational use cases in heavy industries
- Drive adoption through proactive outreach, enablement sessions, and ongoing education via calls, emails, Looms, and in-app guidance
- Monitor account health by tracking usage signals, sentiment, and churn risk; take early action to prevent attrition
- Identify expansion opportunities (additional teams, sites, use cases) and route them to Account Management
- Act as the internal voice of the customer, sharing product feedback, pain points, and wins to inform product priorities
- Maintain strong operating discipline: send recap emails after meetings, log follow-ups in Salesforce, and book next steps consistently
**Key Challenges:**
- Balancing a diverse portfolio across different customer lifecycle stages (onboarding, configuration, active, at-risk)
- Fast-paced environment with high ownership expectations; steep learning curve on product, processes, and industry context
- Working with customers in complex, practical environments (construction sites, field crews) with real operational constraints
- Having tough conversations about engagement, expectations, and performance
- Operating within clear SOPs and structured ways of working
**What Makes This Role Interesting:**
This is an ideal entry point into tech for someone with strong customer-facing experience who wants to move into a SaaS environment. You'll work with an AI-first company solving real problems in a massive, traditional industry. The role offers high visibility, clear career development, and a chance to shape product direction through customer feedback. Sitemate values transparency, velocity, and diversity—the team spans 18+ countries with 55% from underrepresented ethnic backgrounds and 43% female representation.
**Requirements:**
Must Have:
- Customer-facing experience (account management, support, operations, hospitality, admin, retail leadership) with demonstrated ability to build trust and handle issues calmly
- Clear written and verbal communication; ability to run customer calls, summarize next steps, and write concise follow-ups
- Strong prioritization and time management skills
- Problem-solving and critical thinking: can diagnose issues, propose options, and guide customers to optimal outcomes
- Consultative mindset: asks insightful questions, understands customer goals, recommends workflows (not just tactical answers)
- Comfort with process and accountability: follows SOPs, maintains accurate notes/tasks, closes loops reliably
- Resilience and learning agility: absorbs feedback, adapts quickly, maintains positivity in fast-paced settings
- Attention to detail in documentation, customer communications, and internal handovers
- Basic commercial awareness: understands retention, customer lifetime value, and adoption importance
Nice to Have:
- SaaS/tech experience (support, onboarding, success, sales, implementation)
- Familiarity with customer health signals (usage, sentiment, risk) and retention best practices
- Experience supporting customers in construction, trades, field operations, or heavy industry
- Exposure to renewals or expansion conversations
- Comfort with data (basic reporting, trend spotting, dashboards)
- Cross-functional collaboration experience with Sales, Support, and Product teams
- Technical aptitude and ability to learn new software quickly
Essential Tools:
- Microsoft Office Suite, Slack, Salesforce, Front, Confluence, Loom, video conferencing (Zoom/Teams), calendar tools
Bonus Tools:
- Excel, support tools (Intercom), call recording/coaching (Fathom), analytics/BI (Power BI/Tableau), project management (Trello/Jira)
