Enterprise Customer Success Manager

Job description

Link to role presentation video: https://www.loom.com/share/18192c24123e4354b803e3015a1d4ed6 https://www.loom.com/share/18192c24123e4354b803e3015a1d4ed6 👋 Thanks for stopping by and learning more about this role at Sitemate! ✨🏗️ We’d love to hear from you 👩‍💻👩🏽‍💻🧑🏿‍💻👨🏻‍💻 📝 OVERVIEW We're looking for an Enterprise Customer Success Manager to join our Sydney team, to enable us to improve activation, retention and growth for our enterprise customers. This role would be great for you if you have experience in Customer Success with large clients, or have some experience in another customer-facing role. Maybe you have worked in a SaaS sales role, but are looking to pivot to Customer Success or maybe you're looking to join a smaller team without corporate politics and controls - this role would be perfect for you. You will have opportunities such as joining the founding enterprise team, with direct exposure to and engagement from GTM leadership, the CEO and the product team. In the next 2-3 years there will be opportunities galore for people who join to catapult their career. Employment: - Salary: - OTE Remuneration: AU$180,000 (incl. Super) - Base Salary: AU$162,000 (incl. Super) - Commission: AU$18,000 (incl. Super) About Sitemate: Sitemate builds best-in-class software for the built world - empowering construction, infrastructure, and industrial companies to work smarter and faster. Our flagship product, Dashpivot, helps teams move their processes from paper and spreadsheets into powerful, digital workflows that can be used in the field on mobile or tablet. This enables companies to automate repetitive tasks, track progress in real time, and make better decisions every day. We’ve achieved strong product-market fit - generating thousands of new monthly leads through word-of-mouth and organic marketing alone. Backed by Blackbird, Australia and New Zealand’s #1 venture capital firm, and a graduate of the Startmate Accelerator, Sitemate has grown from 5 people in 2018 to over 150 across 18+ countries. Our team blends deep industry experience with cutting-edge product design to build tools that modernise one of the world’s largest and most essential industries. Life at Sitemate 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. How We Work - Transparency: Monthly All-Hands meetings share updates on metrics, customer stories, hiring plans, and financial performance. Every session also includes a “Life Story” from one team member - building genuine connection and understanding across our global team. - High Velocity: We use best-in-class, integrated systems to eliminate manual work and give you the information you need to make fast, high-quality decisions. - Drive: You’ll be rewarded for performance. Seven of our last ten pay increases were proactive - driven by results, not requests. - Autonomy: We focus on outcomes, not hours. You’ll have flexibility to manage your day, with no time monitoring or unnecessary meetings. - Collaboration: You’ll work closely with talented teammates across engineering, product, design, marketing, sales, and customer success - sharing ideas and learning together every day. What We Offer - 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 - Employee Assistance Program (EAP) - for confidential counseling, mental health support, and life resources - 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 Equal Opportunity We’re proud to be an equal opportunity employer. Sitemate welcomes applicants of all genders, ethnicities, ages, sexualities, and abilities. Our team’s diversity is one of our greatest strengths, and we’re committed to ensuring an inclusive environment where everyone can thrive. Learn More About Sitemate 🎧 Podcasts - 2024: CEO Hartley Pike - on scaling Sitemate, diversity, and culture https://open.spotify.com/episode/2dC9gsDQRH8IKBgylSZisV - 2023: CMO Lance Hodgson - on accelerating your career https://open.spotify.com/episode/3DOmN3dp3vGULajQpEQMB9?si=QNRB2lvWQYiaTHFMygW81w - 2022: CTO Tim Bray - on building quality features that solve real customer problems https://open.spotify.com/episode/7geTCUHFxZUKZ8Yrae4iR7 💬 Want to know what it’s like to work at Sitemate? Hear it straight from the team: People of Sitemate https://sitemate.com/au/resources/careers/people-of-sitemate/ ⭐ Read what our customers say: G2 Crowd https://www.g2.com/products/dashpivot/reviews, Trust Radius https://www.trustradius.com/products/dashpivot-by-sitemate/reviews 🎥 Team Offsites: 2022 https://sitemate.atlassian.net/wiki/spaces/HOR/pages/3087761409, 2023 https://sitemate.atlassian.net/wiki/spaces/HOR/pages/3087761409, 2024, https://sitemate.atlassian.net/wiki/spaces/HOR/pages/30877614092025 https://www.youtube.com/watch?v=NyAzozsK0zg 🔧 DAY-TO-DAY - Take ownership of a portfolio of Enterprise 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 customers at-risk of churn and take proactive steps to address present/upcoming risk - Identify opportunities to upsell our existing customer base, looping in an Account Manager as required - Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement where opportunities exist - Effectively use tools such as Salesforce, Front and Vitally to ensure key client information is captured and shared internally - Respond to incoming NPS survey responses, collect customer feedback and relay insights to our product team - Help resolve support queries and escalate issues to our product team if required - Build long-lasting relationships with customers to increase retention, minimise churn and drive loyalty & advocacy ⚡ CHALLENGES - You'll be balancing a portfolio of clients across the customer journey. You'll need to be organised with managing your time and strategic in prioritising tasks - Pace - we move quickly and our expectations are high. There's a lot of information to take on in the initial months which could be daunting for some, but for those who like a challenge this role is for you - We have a strong culture based on core values and standard operating procedures, you may need to unlearn a few things from previous experience ✅ WHO THIS ROLE IS FOR - A conscientious, self-starter who is excited about the opportunity to work with tier-1 businesses, drive the customer success and reputation of an already proven product and be one of the significant pillars in a rapidly a growing team - A creative people-person who enjoys solving problems and helping people with solutions - Someone who enjoys incidental travel and site-based activations (once a month) 🚫 WHO THIS ROLE IS NOT FOR - Someone looking to relax into a role and let the prop up their outcomes - Someone used to the pace of a large, established institution 🎯 SKILLS & TOOLS Must Have: - Strong communication skills - Comfortable with transparency - Project Management skills Nice to Have: - Built world experience - Demonstrated top-down software implementations Essential Tools: - MS suite (Power BI, Sharepoint, Excel) and G-suite - Experience with CRM (Salesforce ideal) (PLEASE Note: We do not use recruitment partners or services, so please save your time and don't reach out)