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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). The company has achieved strong product-market fit and is backed by Blackbird VC, with 150+ employees across 18+ countries.
You will own a portfolio of SMB customers as their primary post-sale contact, driving activation, retention, and growth. This is an ideal role for someone early in their tech career who enjoys customer relationships, problem-solving, and rapid learning.
Key Responsibilities:
- Own SMB customer relationships post-signature, serving as the trusted day-to-day partner
- 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 check-ins, enablement, and ongoing education (calls, emails, video guides, in-app support)
- 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 to Account Management
- Serve as the internal voice of the customer, sharing product feedback and pain points to inform priorities
- Maintain strong operating standards: send recap emails after meetings, log follow-ups in Salesforce, and ensure clarity and consistency
The role involves balancing a portfolio at different lifecycle stages (onboarding, configuring, activated, at-risk), moving quickly in a high-ownership environment, working with customers in complex practical settings, having tough conversations professionally, and adhering to clear SOPs and structured ways of working.
Sitemate values transparency, high velocity, diversity, and innovation. The team includes 55% from underrepresented ethnic backgrounds and 43% female representation, spanning ages 22–51 across 18+ countries. The Sydney office offers hybrid work (2–3 days in office, 2 WFH weekly, with flexibility to work remotely for several weeks annually), rooftop garden, wellness centre, and catered lunches.
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
- Problem-solving and critical thinking: diagnose issues, propose options, guide customers to best outcomes
- Consultative mindset: ask insightful questions, understand customer goals, recommend workflows (not just how-to answers)
- Comfort with process and accountability: follow SOPs, maintain accurate notes/tasks, close the loop reliably
- Resilience and learning agility: absorb feedback, adapt quickly, stay positive in fast-paced environment
- Attention to detail in documentation, customer communications, and internal handovers
- Basic commercial awareness: understand retention, customer value, and why adoption matters
Nice to Have:
- SaaS/tech experience (support, onboarding, success, sales, implementation)
- Familiarity with customer health signals (usage, sentiment, risk) and retention 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, Product
- 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/reporting (Power BI/Tableau), project/task tools (Trello/Jira).
