Enterprise Customer Success Manager

👋 Thanks for stopping by and learning more about this role at Sitemate! ✨🏗️

We’d love to hear from you 👩‍💻👩🏽‍💻🧑🏿‍💻👨🏻‍💻

📝 Overview

We are 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.

Why should I consider joining Sitemate?

• Check out Sitemate’s team at the offsite: ​Sitemate Offsite 2022, Sitemate Offsite 2023 & recently Sitemate Offsite 2024

• You can see what people really think about working at Sitemate here: ​Working at Sitemate

• 2024 Podcast: CEO Hartley Pike on his personal journey, scaling Sitemate, diversity and culture at sitemate

• 2023 Podcast: Listen to CMO Lance Hodgson’s tips on how to supercharge your career

• 2022 Podcast: Listen to CEO Hartley Pike speak about the company’s founding and broader Go To Market strategy

• 2022 Podcast: Listen to CTO Tim Bray speak about building high quality features that solve customer problems at Sitemate

• We have equal opportunity for applicants of all genders, ethnicities, ages, sexualities & people with disabilities - Sitemate's team is proudly diverse and accessible. 55% of our team identify as coming from underrepresented ethnic backgrounds. 43% identify as female. Our team ranges in age from 22 to 51 years old.

• We're proud to have a global team with team members from Australia, Kenya, Brazil, France, Chile, United Kingdom, Ireland, Spain, Portugal, Vietnam, the Philippines, Kazakhstan, USA, Canada, Indonesia, Venezuela, Sri Lanka, and Uruguay.

• Our Sydney office in Haymarket has fantastic on-site facilities including a rooftop garden, wellness centre, showers and cycle storage. The transport connections are excellent. Every Monday, the team enjoys a catered lunch together from one of the many nearby options.

• You will be remunerated based on your performance. If you are performing well, you won’t need to wait 3 years or have to find better offers elsewhere to receive an increase to your remuneration. 7 out of the last 10 remuneration increases for Sitemate team members have been made pro-actively by management, without the individual needing to even raise the topic of remuneration.

• You will get a laptop and a budget to set up your home office.

• You will have visibility into the standardised career development plan for your role, and access to a professional learning and development budget.

• You will get additional benefits and support as parents - with paid leave for both primary (min. 16 weeks) and secondary carers (min. 6 weeks) including adoption, as well as support and leave for the tragic circumstances of stillbirth or miscarriage.

• You will have 20 days PTO, as well as paid compassionate & bereavement leave, sick & carer’s leave, and the ability to work from anywhere for a few weeks per year.

• You will get equity options and ownership in Sitemate on a standard vesting schedule. See here for a general overview of how this works.

• Sitemate has grown from 5 employees in 2018 to 150+, and we’re moving into the next stage of growth! We have a product that customers are strongly engaged with, and every month we get 1000s of new leads in our core/target regions with 0 cold calling and limited marketing spend (made possible by strong word-of-mouth and organic marketing efforts).

• Sitemate’s founders have diverse backgrounds - one coming from engineering on major infrastructure projects; the second coming from product and graphic design. This brings a unique perspective internally where we blend deep industry experience with a passion (obsession) for modern best practices in product design.

• Sitemate graduated from Australia’s #1 Technology Company Accelerator - Startmate.

• Sitemate has strong financial backing from Blackbird (Australia and NZ’s #1 Vc), Shearwater Growth Capital & Marbruck Investments.

• See info on our latest raise here.

What is the working environment like at Sitemate?

• We are very transparent - monthly allhands meetings provide the team with direct insight into team updates, customer stories, hiring plans and key metrics (NPS, Revenue, Financial Performance). During this allhands meeting we also hear one ‘life story’ from one of our team each month - learning about different countries and cultures around the world.

• We place an extremely high value on your time - you won’t be spending your days wasting time on fighting internal systems, botched together spreadsheet processes or doing data entry.

• We use best in class systems that are seamlessly integrated to deliver our team the right information at the right time, allowing them to get their work done efficiently and to a very high standard.

• You will have a core and close team around you, but you will also be exposed to and working directly with multiple departments - engineering, product, design, marketing, sales and customer success.

• You will have a high degree of autonomy, as the focus is on outcomes and not hours. If you want to block off a few hours to run a personal errand - no worries. If you want to block off an hour to pick up the kids from school - no worries. No one will be monitoring your time.

• We are constantly working to minimise the number of group meetings - daily check ins are all done asynchronously (in your own time) each morning. But spontaneous 1:1s or small sessions are strongly encouraged!

What does Sitemate do, exactly?

• Sitemate builds best in class software products for the built world.

• Industrial companies operating in the built world are facing a number of mission critical challenges - changes in work behaviour due to covid-19, Generation Z starting to enter the workforce as mobile first users of software, and the drastic shift away from traditional mining to renewable energy projects such as wind farms and solar farms.

• Our first product - Dashpivot, is a platform where industrial style companies streamline and standardise their processes in a new digital format. This enables them to complete and track work in the field on a mobile or tablet, and automate repetitive tasks and tracking through automated workflows and real-time analytics.

See some of our user reviews for Dashpivot here:

• G2 Crowd

• Trust Radius

🔧 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 led 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)