Customer Success Manager, SMB

About the role

We are looking for an SMB Customer Success Manager to join our Sydney team and help drive customer activation, retention, and growth across built‑world industries. You will be the trusted day‑to‑day partner for customers after they sign, guiding them through onboarding, ensuring quick value, and embedding Sitemate’s products into real‑world workflows.

Key responsibilities

• Own a portfolio of SMB customers as the main post‑sale contact, building strong relationships and trust.
• Run onboarding and activation: set success plans, configure accounts, train users and guide customers to their first wins.
• Prescribe best‑practice workflows for heavy‑industry use cases and drive adoption through proactive check‑ins, enablement and education.
• Monitor account health, track usage signals and risks, and take early action to prevent churn.
• Identify growth opportunities and pass expansion signals to the Account Management team.
• Share product feedback and recurring pain points to inform product priorities.

Required profile

• Enjoy building relationships and helping customers achieve outcomes, not just answering questions.
• Organised, proactive and able to plan weeks, track follow‑ups and stay ahead of risks.
• Strong customer‑facing experience (hospitality, retail, operations, support, account management) and a desire to move into tech.
• Fast learner with a growth mindset, seeking feedback and continuously improving.
• Problem‑solver who can diagnose issues, propose solutions and guide customers through them.

Required skills

• Experience using Salesforce or similar CRM tools for account tracking.
• Ability to configure SaaS platforms and deliver user training.

What we offer

• Competitive performance‑based remuneration (AU$100,000 OTE incl. super).
• Equity options.
• 20 days paid annual leave plus additional leave types.
• Parental leave, learning & development budget, and transparent career plans.
• Hybrid work model (2‑3 days in office, 2 days WFH).
• Sydney HQ perks: rooftop garden, wellness centre, showers, cycle storage.