Customer Success Manager, SMB
sitemate · Sydney Office · hybrid
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đ OverviewWeâre looking for an SMB Customer Success Manager to join our Sydney team and help drive customer activation, retention, and growth across a portfolio of customers across the built world industries. Youâll be the trusted day-to-day partner for customers after theyâve signed, guiding them through onboarding, ensuring theyâre getting value quickly, and helping them embed Sitemateâs products into real-world workflows.
This role is ideal for someone early in their tech career who enjoys working with people, solving problems, and learning fast. Youâll 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: AU$100,000 (incl. Super)
- Base Salary: AU$90,000 (incl. Super)
- Commission: AU$10,000 (incl. Super)
About Sitemate:
Sitemate is the front line AI company for the built world. We build software and AI agents for construction, engineering, manufacturing, and energy companies, helping field teams capture work as it happens and the business turn that activity into structured, auditable records. The Sitemate platforms include Dashpivot, Gearbelt, the Sitemate App, and Flowsite, and Sitemateâs AI agent is called Storm.
Storm is our AI agent layer, working underneath Dashpivot, Gearbelt, the Sitemate App, and Flowsite to turn what happens on-site into structured, auditable records.
Weâve 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 Zealandâs #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 worldâs largest and most essential industries.
Life at Sitemate
At Sitemate, youâll 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. Youâll 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 22â51.
Our Core Values
Our core values dictate âhow we workâ. We believe that basic human values such as honesty, trust and integrity are required to simply âget in the doorâ. Our values are designed to help us determine if an already great person, will be a great fit at Sitemate.
- Handle with Care: Handle with thought and care, decisions are considered and consciously delivered
- Everything Engineered: Everything engineered, intentional, planned and systematic
- Quality Certified: Do it well, with attention to detail and accuracy, or donât do it at all
- Fast Tracked: Fast, incremental, and constant delivery of change
- High Vis: A high visibility, transparent and âšopen environment
- Rain, Hail or Shine: Show up for your team, your customers and yourself
Learn more about our values:
- Read:
- On Sitemate's Values, Culture and DNA
- Listen:
- Unleashing your Zilla
- On scaling Sitemate, diversity, and culture
What We Offer
- Competitive, performance-based remuneration
- Equity options - own a piece of what youâre helping to build
- 20 days paid annual leave, plus sick, carerâs, 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 - a hybrid rhythm, with 2 to 3 days in office depending on the role, 2 WFH each week - with the flexibility to work from anywhere for several weeks a year
- Community & Connection - weekly catered lunches, global offsites, and âLife Storyâ sessions
- Sydney HQ perks - rooftop garden, wellness centre, showers, and cycle storage in Haymarket
Equal Opportunity
Weâre proud to be an equal opportunity employer. Sitemate welcomes applicants of all genders, ethnicities, ages, sexualities, and abilities. Our teamâs diversity is one of our greatest strengths, and weâre committed to ensuring an inclusive environment where everyone can thrive.
Learn More About Sitemate
đ§ 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
đŹ Want to know what itâs like to work at Sitemate? Hear it straight from the team: People of Sitemate
â Read what our customers say: G2 Crowd, Trust Radius
đ„ Team Offsites: 2022, 2023, 2024
đ§ 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 whatâs working well to inform priorities and improvements.
- Stay organised: Send recap emails after ever 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: Youâll 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). Youâll need to be pragmatic and outcome-focused.
- Tough conversations: Youâll 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 youâre used to âmaking it up as you go,â you may need to unlearn some habits and lean into the engineered structure.
â Who This Role is For- This role will suit you if you:
- 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, an