Customer Success Manager, SMB

Link to role presentation video: https://www.loom.com/share/8d1b2752b9dd46159beb46e43f9eca20

👋 Thanks for stopping by and learning more about this role at Sitemate! ✨🏗️

We’d love to hear from you 👩‍💻👩🏽‍💻🧑🏿‍💻👨🏻‍💻

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.

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.

• OTE Remuneration: £55,000 (incl. Pension)

• Base Salary: £49,500 (incl. Pension)

• Commission: £5,500 (incl. Pension)

Sitemate builds best-in-class software and AI agents for the built world, helping construction, infrastructure and industrial companies work smarter and faster. Our mission is to multiply the engineering power of the built world.

Storm is the #1 data capture agent for the front line of the built world - converting audio, photos and videos into clean structured records.

With conversational support in-app and across SMS, Whatsapp and phone calls, Storm is shifting front line workers from paperwork and clunky digital forms, to natural language and multi-channel data capture.

Our core platforms are Dashpivot (safety, quality and field reporting), Gearbelt (fleet and asset management), Flowsite (no-code integrations), and the Sitemate mobile app for every worker on site.

We have strong product-market fit, generating thousands of new leads per month through word of mouth and organic channels. We are backed by Blackbird, with 200 people across 18+ countries and entities in Australia, the UK, the US and Canada.

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.

Our core values dictate “how we work”. We believe that basic human values such as honesty, trust and integrity are required to simply ‘get in the door’. Our values are designed to help us determine if an already great person, will be a great fit at 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

• 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.

• 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.

• 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.

• 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.

• 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

• 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)

PLEASE Note:

• We hire directly and don’t work with agencies

• Microsoft Office Suite

• Slack

• Salesforce

• Front

• Confluence

• Loom

• Video conferencing (Zoom / Teams) and calendar tools (scheduling, invites)