Customer Success Manager

4 weeks ago

Sydney, New South Wales, Australia Sitemate Full time

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Sitemate provided pay range

This range is provided by Sitemate. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$100,000.00/yr - A$100,000.00/yr

Thank you for stopping by and learning more about this role at Sitemate.

Overview

We're looking for an enthusiastic and motivated Customer Success Manager to join our Sydney team, helping us drive customer activation, retention, and growth. You may have experience as a Customer Success Manager, or experience in another customer-facing role. If you have worked in a SaaS sales role but want to pivot to Customer Success, this role would be a great fit for you.

You'll work closely with the Manager of Customer Success and colleagues across our Customer Success & Sales teams within our SMB Pod, to gain a broad understanding of the SaaS delivery model. You will be exposed to Sitemate's founders and cross-functional teams.

Responsibilities
  • Take ownership of a portfolio of customers as their main point of contact.
  • Prescribe recommendations for configuring our software for a range of use cases in the heavy industries.
  • Monitor customer account health, identify at-risk customers, and take proactive steps to address present and upcoming risk.
Day-to-Day
  • Take ownership of a portfolio of customers as their main point of contact.
  • Prescribe configurations and optimization strategies for the software across various use cases.
  • Monitor and improve account health to reduce churn and drive growth.
Challenges
  • Balance a portfolio of clients across the customer journey and manage time effectively.
  • Operate in a fast-paced environment with high expectations and a lot of information to absorb initially.
  • Adapt to a culture with core values and standard operating procedures, potentially adjusting from previous experiences.
Who This Role Is For
  • Great for someone starting a career in technology.
  • You may have customer-facing experience but not in tech yet.
  • You may have worked in tech support and want broader responsibilities.
Must Have
  • Strong organizational skills and attention to detail.
  • Ability to work independently and adapt to changing priorities.
  • Strong communication skills.
Nice To Have
  • Prior exposure to Salesforce or other CRM systems.
  • Experience creating presentations in Google Slides or PowerPoint.
  • Experience in SaaS, consulting, or customer-facing roles.
Essential Tools
  • Microsoft Office Suite
  • Google Suite
Bonus Tools
  • Slack
  • Salesforce
  • Tableau
Working Environment
  • We are transparent with monthly all-hands meetings providing updates, customer stories, hiring plans, and key metrics.
  • We value your time and minimize unnecessary processes and data entry.
  • You will collaborate with engineering, product, design, marketing, sales, and customer success.
  • You'll have autonomy with a focus on outcomes rather than hours.
  • We emphasize asynchronous communications and encourage efficient one-on-one interactions.
About Sitemate
  • Sitemate builds software products for the built world, starting with Dashpivot to streamline processes in industrial environments.
  • We have a diverse, global team with a strong growth trajectory and supportive benefits, including health and dental plans, parental leave, equity options, and a learning budget.
Locations

Sydney, New South Wales, Australia

This role is full-time and located in Sydney with opportunities for remote or flexible work arrangements where applicable.


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