sitemate - Customer Success Manager

• 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)