Customer Success Manager, SMB

About the role

Sitemate, an AI company for the built world, is hiring an SMB Customer Success Manager for its Sydney team. You will be the day-to-day partner for a portfolio of small and medium business customers after they sign, guiding them through onboarding, helping them get value quickly and embedding Sitemate's products into their workflows. The role suits someone early in their tech career who enjoys working with people and learning fast.

Key responsibilities

• Run onboarding and activation: set success plans, configure accounts, train users and guide customers to their first wins.
• Prescribe best-practice workflows for different operational use cases across heavy industries.
• Drive adoption through proactive check-ins, enablement and ongoing education (calls, emails, Looms, in-app guidance).
• Monitor account health: track usage signals, sentiment and risks, and act early to prevent churn.
• Identify growth opportunities such as additional teams, sites or use cases and pass them to Account Management.
• Share product feedback and pain points with the team, and keep follow-ups organised in Salesforce.

Required profile

• Customer-facing experience (account management, support, operations, hospitality, retail, admin) with evidence of building trust and handling issues calmly.
• Organised, proactive and able to prioritise across customers at different stages of the journey.
• Quick learner with a growth mindset, comfortable with tough conversations and with clear processes and SOPs.
• Nice to have: SaaS or tech experience, familiarity with customer health signals, exposure to renewals or expansion, and comfort with data and cross-functional collaboration.

Required skills

• Microsoft Office Suite, Slack, Salesforce, Front, Confluence, Loom and Zoom/Teams
• Nice to have: Excel, Intercom, Fathom, Power BI/Tableau, Trello/Jira

What we offer

• Remuneration of AU$100,000 OTE (AU$90,000 base salary plus AU$10,000 commission, all including superannuation)
• Equity options and 20 days paid annual leave, plus parental leave, sick, carer's and compassionate leave
• Learning and development budget, laptop and home office setup budget
• Hybrid work with 2 to 3 days in the office depending on the role, and flexible work arrangements
• Weekly catered lunches, global offsites, and Sydney HQ perks such as a rooftop garden and wellness centre