Customer Success Manager, SMB

Role Overview

We’re 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.

What You Will Do

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.

Why It Might Be a Fit

Success in this role looks like: healthy accounts, strong adoption, happy customers, and clear action plans for improving usage and reducing churn risk.

Requirements

• 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)

Benefits

• 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 – 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 ‘Life Story’ sessions
• Sydney HQ perks – rooftop garden, wellness centre, showers, and cycle storage in Haymarket