Customer Success Manager

Link to role presentation video: https://www.loom.com/share/ccd0a1bed8bc41aab344cc4994bd33c3 👋 Thanks for stopping by and learning more about this role at Sitemate! ✨🏗️ We’d love to hear from you 👩‍💻👩🏽‍💻🧑🏿‍💻👨🏻‍💻 📝 Overview We're looking for an SMB Customer Success Manager to join our London team and help drive customer activation, retention, and growth across a portfolio of customers across the built world industries. You'll be the trusted day-to-day partner for customers after they've signed, guiding them through onboarding, ensuring they're getting value quickly, and helping them embed Sitemate's products into real-world workflows. We recently shipped our first AI Agent, Storm. The video walks through what it is and where it's heading. This role is ideal for someone early in their tech career who enjoys working with people, solving problems, and learning fast. You'll collaborate closely with Sales, Account Management, Support, and Product to remove blockers, improve customer outcomes, and share feedback that shapes what we build next. Success in this role looks like: healthy accounts, strong adoption, happy customers, and clear action plans for improving usage and reducing churn risk. Employment: Salary: OTE Remuneration: £55,000-65,000 (incl. Pension) About Sitemate: Sitemate builds best-in-class software and AI Agents 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 underrepresented 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. Learn More About Sitemate 🎧 Podcasts 2024: CEO Hartley Pike - on scaling Sitemate, diversity, and culture 2023: CMO Lance Hodgson - on accelerating your career 2022: CTO Tim Bray - on building quality features that solve real customer problems 💬 Want to know what it’s like to work at Sitemate? Hear it straight from the team : People of Sitemate ⭐ Read what our customers say: G2 Crowd , Trust Radius 🎥 Team Offsites: 2022 , 2023 , 2024, 2025 👥 Team Context Part of the Go-To-Market function working closely with Sales and Support High-performance, fast-paced environment with strong operational standards Collaborative culture with a focus on ownership, continuous improvement, and coaching Opportunity to contribute to process improvement and team development 🔧 Day-to-Day Own a portfolio of SMB customers as their main point of contact post-sale, building strong relationships and trust. Run onboarding and activation: Set success plans, configure accounts, train users, and guide customers to their first wins quickly. Prescribe best-practice workflows: Recommend how to configure Sitemate for different operational use cases across heavy industries. Drive adoption through proactive check-ins, enablement, and ongoing education (calls, emails, Looms, and in-app guidance where relevant). Monitor account health: Track usage signals, sentiment, and risks, then take action early to prevent churn. Identify growth opportunities (where appropriate): Look for expansion signals, additional teams/sites, and new use cases, then send them through to the Account Management team to action them. Be the internal voice of the customer: Share product feedback, recurring pain points, and what's working well to inform priorities and improvements. Stay organised: Send recap emails after every meeting, set follow up tasks in Salesforce, and book in follow-ups to operate with clarity and consistency. ⚡ Challenges Balancing a portfolio across the journey: You'll have customers at different stages (new onboarding, configuring account, started usage, activated, at risk, etc), so prioritisation is key. Pace and learning curve: We move quickly and expect high ownership. The first few months involve a lot of product, process, and industry context - this environment suits someone who likes learning fast. Complex, practical environments: Our customers operate in heavy industries with real constraints (sites, crews, shifting priorities). You'll need to be pragmatic and outcome-focused. Tough conversations: You'll sometimes need to address low engagement, push for action, or reset expectations - professionally and confidently. Strong operating standards: We have clear SOPs and ways of working. If you're used to "making it up as you go," you may need to unlearn some habits and lean into the engineered structure. ✅ Who This Role is For Enjoy building relationships and helping customers achieve outcomes (not just answering questions). Are organised and proactive - you like planning your week, tracking follow-ups, and staying ahead of risks. Have strong customer-facing experience (hospitality, retail, admin, operations, support, account management, etc.) and want to move into tech. Learn quickly and bring a growth mindset: You seek feedback, apply it, and improve your approach. Are a problem solver who can diagnose what's happening, propose a solution, and guide the customer through change. Like working in a team that values clarity, accountability, and continuous improvement. 🚫 Who This Role is Not For Prefer purely reactive work (e.g. only handling inbound support) rather than proactively managing a portfolio. Struggle to juggle multiple priorities or find it difficult to manage your time independently. Avoid customer calls or find it uncomfortable to lead conversations, influence stakeholders, or drive next steps. Prefer highly slow-paced environments with low change and minimal process. Want a role with minimal structure - this team runs with Standard Operating Principals, clear expectations, and performance standards. 🎯 Skills & Experience Must Have: Customer-facing experience (e.g. account management, support, operations, hospitality, admin, retail leadership) with evidence of building trust and handling issues calmly Clear communication (written and verbal): Can run customer calls, summarise next steps, and write crisp follow-ups Strong prioritisation and time management Problem solving & critical thinking: Can diagnose what's going on, propose options, and guide a customer to the best outcome Consultative mindset: Asks good questions, understands customer goals, and recommends workflows (not just "how-to" answers) Comfort with process and accountability: Follows SOPs, keeps notes/tasks up to date, and closes the loop reliably Resilience and learning agility: Can absorb feedback, adapt quickly, and stay positive in a fast-paced environment Attention to detail: Accurate in documentation, customer comms, and internal handovers Basic commercial awareness: Understands retention, customer value, and why adoption matters (even if you haven't owned renewals before) 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 🛠️ Tools 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 (PLEASE Note: We do not use recruitment partners or services, so please save your time and don't reach out)