Customer Success Manager, SMB

📋 Description

• Own a portfolio of SMB customers as their main point of contact post-sale, building strong
• Run onboarding and activation: Set success plans, configure accounts, train users, and guide
• Prescribe best-practice workflows: Recommend how to configure Sitemate for different operational
• Drive adoption through proactive check-ins, enablement, and ongoing education (calls, emails
• Monitor account health: Track usage signals, sentiment, and risks, then take action early to
• Identify growth opportunities (where appropriate): Look for expansion signals, additional

🎯 Requirements

• Customer-facing experience (e.g. account management, support, operations, hospitality, admin
• Clear communication (written and verbal): Can run customer calls, summarise next steps, and write
• Strong prioritisation and time management
• Problem solving & critical thinking: Can diagnose what’s going on, propose options, and guide a
• Consultative mindset: Asks good questions, understands customer goals, and recommends workflows
• Comfort with process and accountability: Follows SOPs, keeps notes/tasks up to date, and closes the

🎁 Benefits

• 20 days paid annual leave plus sick, carer's, and compassionate leave
• Parental leave - 16 weeks for primary and 6 weeks for secondary carers
• Learning & Development - professional growth budget and transparent career plans
• Laptop and home office setup budget
• Flexible work - 2 to 3 in-office days, WFH the rest of the week, plus ability to work from anywhere
• Community & Connection - weekly catered lunches, global offsites, and 'Life Story' sessions