Customer Success Manager, SMB

Sitemate

. Own a portfolio of SMB customers as their main post-sale point of contact .

Posted 10/6/2026full-timeSydney • AustraliaMid-LevelSenior💰 A$90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer relationship management and consultative skills, with a focus on onboarding, account health monitoring, and proactive customer engagement. Proficient in using tools like Salesforce and Microsoft Office Suite to enhance customer outcomes and drive adoption.

Highest-signal resume keywords

Customer-Facing ExperienceAccount ManagementClear CommunicationProblem-Solving AbilityAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ConfigurationUser TrainingWorkflow RecommendationsCustomer OnboardingRetention Awareness

Soft Skills

Building TrustTime ManagementCritical ThinkingResilienceLearning Agility

Tools & Technologies

SalesforceMicrosoft Office SuiteSlackConfluenceLoom

Industry Keywords

SMB CustomersOperational Use CasesCustomer ValueChurn PreventionCustomer Outcomes

About the role

Key responsibilities & impact

Own a portfolio of SMB customers as their main post-sale point of contact
Build strong customer relationships and trust
Run onboarding and activation, including success plans, account configuration, user training, and guidance to first wins
Recommend best-practice Sitemate workflows for operational use cases across heavy industries
Drive adoption through proactive check-ins, enablement, and ongoing education via calls, emails, Looms, and in-app guidance
Monitor account health, usage signals, sentiment, and risks, and act early to prevent churn
Identify expansion signals, additional teams/sites, and new use cases, and refer them to Account Management
Share product feedback, recurring pain points, and successful practices with internal teams
Send meeting recap emails, maintain Salesforce follow-up tasks, and schedule follow-ups
Collaborate with Sales, Account Management, Support, and Product to remove blockers and improve customer outcomes

Requirements

What you’ll need

Customer-facing experience in account management, support, operations, hospitality, admin, retail leadership, or similar, with evidence of building trust and handling issues calmly
Clear written and verbal communication; ability to run customer calls, summarise next steps, and write crisp follow-ups
Strong prioritisation and time management
Problem-solving and critical-thinking ability
Consultative mindset; ability to understand customer goals and recommend workflows
Comfort with process and accountability; ability to follow SOPs, maintain notes and tasks, and close the loop reliably
Resilience and learning agility
Attention to detail in documentation, customer communications, and internal handovers
Basic commercial awareness of retention, customer value, and adoption
Microsoft Office Suite
Slack
Salesforce
Front
Confluence
Loom
Video conferencing and calendar tools
Willingness to come to the Sydney office at least 2 days per week
If based in Australia, full permanent work rights

Benefits

Comp & perks

Competitive, performance-based remuneration
Equity options
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
Laptop and home office setup budget
Flexible work — hybrid rhythm, with 2 to 3 days in office depending on the role, 2 WFH each week, with flexibility to work from anywhere for several weeks a year
Weekly catered lunches
Global offsites
“Life Story” sessions
Sydney HQ perks — rooftop garden, wellness centre, showers, and cycle storage
Clear career development plans
Access to key company metrics
Performance-based career growth