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Brief overview of this role:

We’re seeking a Manager to lead our SMB Customer Success Team, reporting directly to the Director of GTM. This is an exciting, first-of-its-kind position in the region, offering the opportunity to shape and develop the role.

This role is a great fit if you have a background in Customer Success with experience leading or managing a team. It’s also ideal for someone currently in a Senior Customer Success Manager position who feels ready to take the next step into a leadership role.

Employment:

• Full-time
• Based: Sydney, Australia
• OTE Remuneration (Including Super): AUD $140,000
• Base: AUS $126,000 (including Super)
• Commission: $14,000 (including Super)

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; #185 Sitemate's Hartley Pike: Mum’s Support and Rugby Dreams to 'SaaS'ifying the Built World with No-Code Software Globally
• 2023 Podcast: Listen to CMO Lance Hodgson’s tips on how to supercharge your career Ep 7. Lance Hodgson, from semi-professional soccer to VP of marketing at Sitemate. It's all about intentionality, and consistency.
• 2022 Podcast: Listen to CEO Hartley Pike speak about the company’s founding and broader Go To Market strategy: ​Unleashing your Zilla with Hartley Pike, co-founder of Sitemate
• 2022 Podcast: Listen to CTO Tim Bray speak about building high quality features that solve customer problems at Sitemate: ​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 Central London office in Old Street has fantastic on-site facilities including a wellness studio, reading room and cycle storage. The transport connections are excellent.
• Every Monday, the team goes for lunch at one of the many nearby options - current team favourites are Trade, Wagamama, Honest Burger and Bone Daddy’s.
• 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 (monitor, headphones etc).
• 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 equity options and ownership in Sitemate on a standard vesting schedule. See here a general overview of how this works:https://legalvision.com.au/5-essential-elements-employee-share-scheme/
• Sitemate has grown from 5 people in 2018 to now over 100, 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 around >400 new leads whilst spending £0 on marketing and 0 cold calling.
• 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 All Hands meetings provide the team with direct insight into team updates, customer stories, hiring plans and key metrics (NPS, Revenue, Financial Performance). During this All Hands 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 or 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 as Generation Z start 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 new digital format 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: https://www.g2.com/products/dashpivot/reviews
• Trust Radius: Dashpivot - By Sitemate Reviews & Ratings 2024

What will I be doing day to day in this role?

• Works closely with the Director of GTM in the SMB team and leads/coaches a team of 6 SMB CSMs
• Acts as primary escalation point for team to the Director, orchestrating resources across the company as appropriate
• Acts as the go-to person for the SMB CSMs to facilitate trainings, answer technical questions and support them in their day to day
• Leads the creation and development of collaborative content: frameworks, templates, best practices, etc. as needed
• Shares responsibility for direction of the SMB CS segment and able to achieve that with minimal direction
• Provides exceptional leadership, vision, and support to empower their individual CSMs as well as upholds a strong team culture and sets the tone for the wider team, including difficult coaching conversations; demonstrated success in both balancing strategic goal setting and tactical execution
• Shares responsibility with Director of GTM for hiring needs of their team – participating in how best to upskill and scale team and ensure high quality of training and effective oversight of onboarding
• Committed to self-guided learning and professional development to support growth in role
• Take ownership of a smaller portfolio of SMB 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

What will be the biggest challenges for me in this role?

• You’ll be balancing a portfolio of clients across the customer journey. While also managing a Team of Customer Success Managers. 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

PLEASE Note:

• If you go on our website and enter your email, you will become a lead in our CRM. To avoid this, you can watch videos directly here: Sitemate videos: Watch demo videos of the software here