sitemate - Customer Success Manager
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) • Experience in SaaS / tech (support, onboarding, success, sales, implementation) • Familiarity with customer health signals (usage, sentiment, risk) and retention habits • Experience supporting customers in construction / trades / field operations / heavy industry or similar practical environments • Exposure to renewals or expansion conversations (even informally) • Comfort working with data (basic reporting, spotting trends, using dashboards) • Experience collaborating cross-functionally with Sales, Support, and Product • Technical aptitude: Quick to learn new software and explain workflows simply • Essential Tools: • Microsoft Office Suite • Video conferencing (Zoom / Teams) and calendar tools (scheduling, invites) • Support tools (e.g. Intercom) • Call recording/coaching tools (e.g. Fathom) • Analytics / reporting (e.g. Power BI / Tableau) • Project/task tools (e.g. Trello / Jira) • ⏳ FIRST 6 MONTHS – SUCCESS CRITERIA • By month 6, the person will have: • Successfully onboarded and managed a portfolio of customers • Built strong relationships with key stakeholders across accounts • Demonstrated the ability to identify and mitigate churn risks • Driven measurable improvements in customer adoption and engagement • Become confident in prescribing solutions and workflows within the platform • Contributed to team processes and shared learnings • (PLEASE Note: We do not use recruitment partners or services, so please save your time and don't reach out)
Benefits
• OTE £55K – £66K • Offers Equity • £5.5K – £6.6K Commission • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • What's your best phone number? • or drag and drop here • What were your biggest achievements or work that you are most proud of? • What CS software tools did you use to help manage your accounts? • What are you looking for in this new role? • What interests you in Sitemate specifically? • What is your expected annual Remuneration (can be a range) in GBP (incl. Pension)? • If you were to accept this new role at Sitemate in the next 1-2 months, do you have any planned or anticipated leave for greater than 2 days during your first 4 months? If yes, please provide more details regarding your planned or anticipated leave. • Any other comments/notes you want to add in support of your application? • Candidate Privacy and AI Use Policy • I prefer not to answer • Transgender (inclusive of agender, bigender, androgynous, gender fluid and gender non-conforming) • Another Gender Identity • White or caucasian (those with origins, backgrounds or heritage/ancestry from across the European continent) • Hispanic, Latino/a/x/e or Spanish origin • Black, African, Caribbean (those with origins, backgrounds or heritage/ancestry from the west, east and south of the African continent) • East Asian (inclusive of Chinese, Japanese, Korean, Mongolian, Tibetan, and Taiwanese) • South East Asian (inclusive of Burmese, Cambodian, Filipino, Hmong, Indonesian, Laotian, Malaysian, Mien, Singaporean, Thai, and Vietnamese) • South Asian (inclusive of Bangladeshi, Bhutanese, Indian, Nepali, Pakistani, and Sri Lankan) • Aboriginal, Indigenous or First Nations (those who identify with distinct social and cultural groups with collective ancestral ties to the lands and natural resources where they live, occupy or from which they have been displaced) • Pacific Islander (inclusive of Torres Strait Islander, Maori, and all original peoples of Polynesia, Micronesia, and Melanesia) • Middle Eastern or North African (those with origins, backgrounds or heritage/ancestry from Central, West Asia and North Africa) • Some other race, ethnicity or origin • Prefer not to say • Person with disability • Refugee or immigrant • None of the above • Recruiting Privacy Policy • Sitemate may use Artificial Intelligence with this application. Learn more.
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