Customer Success Specialist guiding new customers through onboarding and building relationships. Focused on client engagement and retention in the property industry.
About the role
- SMB Customer Success Manager driving activation, retention, and growth across a portfolio at Sitemate in the tech industry with a focus on customer engagement.
Responsibilities
- 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.
Requirements
- Enjoy building relationships and helping customers achieve outcomes (not just answering questions)
- Organised and proactive, like planning your week, tracking follow-ups, and staying ahead of risks.
- 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: seeking feedback, applying it, and improving your approach.
- 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.
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 - remote and hybrid options, plus the ability to work from anywhere for several weeks each 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
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