Mid-Market Customer Success Manager at Sitemate

Link to role presentation video: [Upgrade to PRO to see link] 👋 Thanks for stopping by and learning more about this role at Sitemate! ✨🏗️ We’d love to hear from you 👩‍💻👩🏽‍💻🧑🏿‍💻👨🏻‍💻 📝 OVERVIEW We are looking for a Mid-Market Customer Success Manager to join our London team, helping drive customer onboarding, retention, and growth across a portfolio of SaaS customers in the construction industry. This role is focused on owning customer outcomes end-to-end, ensuring customers realise value quickly and expand their usage over time. You’ll work closely with customers to configure workflows, solve problems, and embed our platform into their operations. Employment: - Salary: - OTE Remuneration: £77,000 (incl. Pension) - Base Salary: £69,300 (incl. Pension) - Commission: £7,700 (incl. Pension) About Sitemate: Sitemate builds best-in-class software for the built world - empowering construction, infrastructure, and industrial companies to work smarter and faster. Our flagship product, Dashpivot, helps teams move their processes from paper and spreadsheets into powerful, digital workflows that can be used in the field on mobile or tablet. This enables companies to automate repetitive tasks, track progress in real time, and make better decisions every day. We’ve achieved strong product-market fit - generating thousands of new monthly leads through word-of-mouth and organic marketing alone. Backed by Blackbird, Australia and New Zealand’s #1 venture capital firm, and a graduate of the Startmate Accelerator, Sitemate has grown from 5 people in 2018 to over 150 across 18+ countries. Our team blends deep industry experience with cutting-edge product design to build tools that modernise one of the world’s largest and most essential industries. Life at Sitemate At Sitemate, you’ll join a team that values transparency, high velocity, hustle, diversity, and innovation - not as buzzwords, but as the principles we work by every day. We move fast, communicate openly, and operate with trust and autonomy. You’ll have access to key company metrics, clear career development plans, and the opportunity to grow your career based on performance, not tenure. We believe diverse teams build better products. Our team includes members from 18+ countries - 55% identify as coming from underrepresented ethnic backgrounds, 43% identify as female, and our team spans ages 22–51. How We Work - Transparency: Monthly All-Hands meetings share updates on metrics, customer stories, hiring plans, and financial performance. Every session also includes a “Life Story” from one team member - building genuine connection and understanding across our global team. - High Velocity: We use best-in-class, integrated systems to eliminate manual work and give you the information you need to make fast, high-quality decisions. - Hustle: You’ll be rewarded for performance. Seven of our last ten pay increases were proactive - driven by results, not requests. - Autonomy: We focus on outcomes, not hours. You’ll have flexibility to manage your day, with no time monitoring or unnecessary meetings. - Collaboration: You’ll work closely with talented teammates across engineering, product, design, marketing, sales, and customer success - sharing ideas and learning together every day. What We Offer - Competitive, performance-based remuneration - Equity options - own a piece of what you’re helping to build - 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 - remote and hybrid options, plus the ability to work from anywhere for several weeks each year - Community & Connection - weekly catered lunches, global offsites, and “Life Story” sessions Equal Opportunity We’re proud to be an equal opportunity employer. Sitemate welcomes applicants of all genders, ethnicities, ages, sexualities, and abilities. Our team’s diversity is one of our greatest strengths, and we’re committed to ensuring an inclusive environment where everyone can thrive. Learn More About Sitemate 🎧 Podcasts - 2024: CEO Hartley Pike - on scaling Sitemate, diversity, and culture [Upgrade to PRO to see link] - 2023: CMO Lance Hodgson - on accelerating your career [Upgrade to PRO to see link] - 2022: CTO Tim Bray - on building quality features that solve real customer problems [Upgrade to PRO to see link] 💬 Want to know what it’s like to work at Sitemate? Hear it straight from the team: People of Sitemate [Upgrade to PRO to see link] ⭐ Read what our customers say: G2 Crowd [Upgrade to PRO to see link] Trust Radius [Upgrade to PRO to see link] 🎥 Team Offsites: 2022 [Upgrade to PRO to see link] 2023 [Upgrade to PRO to see link] 2024, [Upgrade to PRO to see link] [Upgrade to PRO to see link] 👥 TEAM CONTEXT - Part of the Go-To-Market function working closely with Sales and Support - High-performance, fast-paced environment with strong operational standards - Collaborative culture with a focus on ownership, continuous improvement, and coaching - Opportunity to contribute to process improvement and team development 🔧 DAY-TO-DAY - Own a portfolio of customers as their primary point of contact - Onboard new customers and drive successful implementation - Prescribe recommendations for configuring the platform across various construction use cases - Monitor account health, identify churn risks, and proactively intervene - Drive product adoption, retention, and expansion opportunities - Collaborate cross-functionally with Sales, Product, and Support ⚡ CHALLENGES - Managing a diverse portfolio of customers at different lifecycle stages - Prioritising effectively in a fast-paced, high-expectation environment - Navigating a steep learning curve in the early months - Adapting to structured processes and adopting new ways of working ✅ WHO THIS ROLE IS FOR - Someone who demonstrates strong ownership and consistently delivers high-quality outcomes - A self-driven, growth-oriented operator who proactively solves problems - A team player who contributes to culture, coaches others, and improves processes - Someone comfortable working in a fast-paced SaaS environment with high standards 🚫 WHO THIS ROLE IS NOT FOR - Candidates without prior experience in customer-facing commercial roles (Customer Success, Account Management, or similar) - Individuals who require close direction or prefer highly structured, low-change environments - Those not comfortable with pace, accountability, and continuous improvement 🎯 SKILLS & EXPERIENCE Must Have: - Customer-facing commercial experience (Customer Success, Account Management, or similar) - Strong analytical and problem-solving skills - High ownership and execution capability - Excellent communication and stakeholder management - Ability to manage multiple priorities effectively Nice to Have: - Experience in SaaS or construction technology - Coaching or mentoring experience - Adaptability and flexibility in fast-paced environments 🛠️ TOOLS Essential Tools: - Microsoft Office Suite - Slack - Salesforce - Front - Confluence - Loom - Video conferencing (Zoom / Teams) and calendar tools (scheduling, invites) Bonus Tools: - Excel - 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)