--- title: 'Customer Success Manager, SMB at Sitemate' canonical: 'https://feeny.ai/job/customer-success-manager-smb-sitemate-london-sn0cfqdvz4wj' type: 'job' last_seen: '2026-09-09' --- # Customer Success Manager, SMB at Sitemate - **Company:** Sitemate - **Location:** London, United Kingdom - **Compensation:** £55k–£66k - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-09-04 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.ashbyhq.com/sitemate/76c0dd98-a9e4-401d-8f47-63a638c0cd78 ## Job description Link to role presentation video: https://www.loom.com/share/8d1b2752b9dd46159beb46e43f9eca20 👋 Thanks for stopping by and learning more about this role at Sitemate! ✨🏗️ We’d love to hear from you 👩‍💻👩🏽‍💻🧑🏿‍💻👨🏻‍💻 ## 📝 OVERVIEW We're looking for an SMB Customer Success Manager to join our London team and help drive customer activation, retention, and growth across a portfolio of customers across the built world industries. You'll be the trusted day-to-day partner for customers after they've signed, guiding them through onboarding, ensuring they're getting value quickly, and helping them embed Sitemate's products into real-world workflows. This role is ideal for someone early in their tech career who enjoys working with people, solving problems, and learning fast. You'll collaborate closely with Sales, Account Management, Support, and Product to remove blockers, improve customer outcomes, and share feedback that shapes what we build next. Success in this role looks like: healthy accounts, strong adoption, happy customers, and clear action plans for improving usage and reducing churn risk. Employment: - Salary: - OTE Remuneration: £55,000 (incl. Pension) - Base Salary: £49,500 (incl. Pension) - Commission: £5,500 (incl. Pension) About Sitemate: Sitemate is the front line AI company for the built world. We build software and AI agents for construction, engineering, manufacturing, and energy companies, helping field teams capture work as it happens and the business turn that activity into structured, auditable records. The Sitemate platforms include Dashpivot, Gearbelt, the Sitemate App, and Flowsite, and Sitemate’s AI agent is called Storm. Storm is our AI agent layer, working underneath Dashpivot, Gearbelt, the Sitemate App, and Flowsite to turn what happens on-site into structured, auditable records. 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. Our Core Values Our core values dictate “how we work”. We believe that basic human values such as honesty, trust and integrity are required to simply ‘get in the door’. Our values are designed to help us determine if an already great person, will be a great fit at Sitemate. - Handle with Care: Handle with thought and care, decisions are considered and consciously delivered - Everything Engineered: Everything engineered, intentional, planned and systematic - Quality Certified: Do it well, with attention to detail and accuracy, or don’t do it at all - Fast Tracked: Fast, incremental, and constant delivery of change - High Vis: A high visibility, transparent and 
open environment - Rain, Hail or Shine: Show up for your team, your customers and yourself Learn more about our values: - Read: - On Sitemate's Values, Culture and DNA https://sitemate.com/au/blog/on-sitemates-values-culture-and-dna/ - Listen: - Unleashing your Zilla https://open.spotify.com/episode/4opVlp1JP7pnoKc5x6pZqZ - On scaling Sitemate, diversity, and culture https://open.spotify.com/episode/2dC9gsDQRH8IKBgylSZisV ## What We Offer - Competitive, performance-based remuneration - Equity options - own a piece of what you’re helping to build - 25 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 - Employee Assistance Program (EAP) - for confidential counseling, mental health support, and life resources - Laptop and home office setup budget - Flexible work - a hybrid rhythm, with 2 to 3 days in office, 2 WFH each week - with the flexibility to work from anywhere for several weeks a year - Community & Connection - weekly catered lunches, global offsites, and “Life Story” sessions - London office perks - large private outdoor terrace, on-site showers & bike storage, surrounded by cafés, galleries & vibrant nightlife in the heart of Shoreditch and a 5-minute walk to Old Street tube ## 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 https://open.spotify.com/episode/2dC9gsDQRH8IKBgylSZisV - 2023: CMO Lance Hodgson - on accelerating your career https://open.spotify.com/episode/3DOmN3dp3vGULajQpEQMB9?si=QNRB2lvWQYiaTHFMygW81w - 2022: CTO Tim Bray - on building quality features that solve real customer problems https://open.spotify.com/episode/7geTCUHFxZUKZ8Yrae4iR7 💬 Want to know what it’s like to work at Sitemate? Hear it straight from the team: People of Sitemate https://sitemate.com/au/resources/careers/people-of-sitemate/ ⭐ Read what our customers say: G2 Crowd https://www.g2.com/products/dashpivot/reviews, Trust Radius https://www.trustradius.com/products/dashpivot-by-sitemate/reviews 🎥 Team Offsites: 2022 https://sitemate.atlassian.net/wiki/spaces/HOR/pages/3087761409, 2023 https://sitemate.atlassian.net/wiki/spaces/HOR/pages/3087761409, 2024, https://sitemate.atlassian.net/wiki/spaces/HOR/pages/30877614092025 https://www.youtube.com/watch?v=NyAzozsK0zg ## 🔧 DAY-TO-DAY - Own a portfolio of SMB customers as their main point of contact post-sale, building strong relationships and trust. - Run onboarding and activation: Set success plans, configure accounts, train users, and guide customers to their first wins quickly. - Prescribe best-practice workflows: Recommend how to configure Sitemate for different operational use cases across heavy industries. - Drive adoption through proactive check-ins, enablement, and ongoing education (calls, emails, Looms, and in-app guidance where relevant). - Monitor account health: Track usage signals, sentiment, and risks, then take action early to prevent churn. - Identify growth opportunities (where appropriate): Look for expansion signals, additional teams/sites, and new use cases, then send them through to the Account Management team to action them. - Be the internal voice of the customer: Share product feedback, recurring pain points, and what's working well to inform priorities and improvements. - Stay organised: Send recap emails after every meeting, set follow up tasks in Salesforce, and book in follow-ups to operate with clarity and consistency. ## ⚡ CHALLENGES - Balancing a portfolio across the journey: You'll have customers at different stages (new onboarding, configuring account, started usage, activated, at risk, etc), so prioritisation is key. - Pace and learning curve: We move quickly and expect high ownership. The first few months involve a lot of product, process, and industry context - this environment suits someone who likes learning fast. - Complex, practical environments: Our customers operate in heavy industries with real constraints (sites, crews, shifting priorities). You'll need to be pragmatic and outcome-focused. - Tough conversations: You'll sometimes need to address low engagement, push for action, or reset expectations - professionally and confidently. - Strong operating standards: We have clear SOPs and ways of working. If you're used to "making it up as you go," you may need to unlearn some habits and lean into the engineered structure. ## ✅ WHO THIS ROLE IS FOR - Enjoy building relationships and helping customers achieve outcomes (not just answering questions). - Are organised and proactive - you like planning your week, tracking follow-ups, and staying ahead of risks. - Have strong customer-facing experience (hospitality, retail, admin, operations, support, account management, etc.) and want to move into tech. - Learn quickly and bring a growth mindset: You seek feedback, apply it, and improve your approach. - Are a problem solver who can diagnose what's happening, propose a solution, and guide the customer through change. - Like working in a team that values clarity, accountability, and continuous improvement. ## 🚫 WHO THIS ROLE IS NOT FOR - Prefer purely reactive work (e.g. only handling inbound support) rather than proactively managing a portfolio. - Struggle to juggle multiple priorities or find it difficult to manage your time independently. - Avoid customer calls or find it uncomfortable to lead conversations, influence stakeholders, or drive next steps. - Prefer highly slow-paced environments with low change and minimal process. - Want a role with minimal structure - this team runs with Standard Operating Principals, clear expectations, and performance standards. ## 🎯 SKILLS & TOOLS Must Have: - 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) Nice to Have: - 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 - 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) PLEASE Note: - We hire directly and don’t work with agencies ## About Sitemate ## Company Overview - **One-liner**: Sitemate builds no-code software platforms that help built-world companies (construction, engineering, infrastructure) digitize field workflows, capture data via voice and photos, and automate compliance documentation. - **Entity Type**: Private (funding stage not publicly disclosed) - **Headquarters**: Sydney, Australia - **Founded**: 2015 - **Founders**: Hartley Pike (CEO, Co-founder) and Sam McDonnell (VP of Product Strategy, Co-founder) ## Core Business - **Primary industry/industries**: Construction technology (ConTech), engineering software, field data capture, compliance documentation - **Target customers**: B2B; enterprise built-world companies (construction, engineering, infrastructure, energy, mining) — from field crews and supervisors to office-based managers and compliance teams - **Mission**: To multiply the engineering power of the built world — freeing engineers, trades, and technicians from paperwork so they can focus on solving the built world’s largest challenges. ## Products & Services - **Dashpivot (Systems Cloud)**: Web and mobile-based integrated management system for documenting, managing, and analyzing field forms, records, and information. Includes a drag-and-drop form builder, multi-stage approval workflows, conditional logic, and AI-powered data capture. - **Storm (AI Data Capture Agent)**: An AI agent that turns voice notes, photos, weather data, and location into structured, compliant records. Automatically fills form fields (e.g., names, times, quantities, materials) and flags records for human review before submission. Understands built-world context (knows the difference between a JSA and an ITP). - **Sitemate App**: A free digital ID system enabling internal and external workers to sign off, submit, and review forms electronically — no email or login required for field users. - **Flowsite (Integrations Cloud)**: No-code integration platform connecting Dashpivot data to finance, payroll, and business systems (e.g., Microsoft, Xero). Also offers an Open API and MCP server for custom builds and external AI tool access. - **Workflow Modules**: Specialized templates and workflows for safety (permits, JSAs, incident reports), quality (ITPs, defect reports, commissioning sheets), field reporting (daily logs, shift summaries), time & materials (timesheets, dockets, daywork), fleet management, and tools & equipment tracking. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: 162 employees (as of mid-2026, +25.3% YoY); operates in 12 countries - **Notable Investors/Partners**: Not publicly disclosed (no funding rounds or lead investors found in public sources) - **Growth Signals**: 25.3% headcount growth year-over-year; global expansion with offices in Sydney, Melbourne, London, Vancouver, Toronto, and Austin; annual global team offsites (Bali, Phuket); LinkedIn follower count of 20,545 (+28.7% yearly); talent sourced from companies like DocuSign, Accenture, MYOB, and Boomi ## Competitive Advantages - **AI purpose-built for the built world**: Storm is trained specifically on safety, quality, field reporting, and time/materials workflows — understands industry-specific documents and terminology (e.g., JSA vs. ITP). - **Full auditability and governance**: Every action is logged, traceable, and reviewable. AI behavior can be configured per workspace, template, workflow, and field — built for enterprise compliance from day one. - **Works on-site, offline**: Designed for patchy connectivity, glove-friendly inputs, and crews on the move — captures data now, processes when connected. - **No-code flexibility**: Drag-and-drop form builder and integration platform mean companies can create and manage their own systems without developers. - **Voice-first data capture**: Voice notes and dictation are understood even through site noise and rough audio — reducing typing burden for field workers. ## Strategic Focus - **AI-first field documentation**: Rolling out AI across every front-line workflow (safety, quality, time, fleet, tools) with a focus on governed, auditable, compliant deployment. - **Global expansion**: Growing office footprint across North America, Europe, and Asia-Pacific to serve enterprise built-world clients. - **Deep ecosystem integration**: Connecting field data seamlessly into finance, payroll, and business systems via Flowsite, Open API, and MCP to eliminate data silos and manual handoffs. - **Enterprise compliance**: Prioritizing audit trails, permissions, and configurable AI governance to meet the requirements of large, regulated built-world companies. ## Why Work Here - **Culture**: High-visibility, transparent, and open environment. Core values include "Rain, Hail or Shine" (show up for team, customers, and yourself), "Handle with Care," "Fast Tracked" (fast, incremental, constant delivery), and "Everything Engineered" (engineered approach to all work). - **Social good initiatives**: Quality Certified program and a focus on supporting trades, engineers, and technicians who "work in the dark, work in the cold." - **Remote/Hybrid policy**: Global offices in Sydney, Melbourne, London, Vancouver, Toronto, and Austin. Annual global team offsites (recent ones in Bali and Phuket). - **Team composition**: 162 employees across 12 countries; 29% of staff in technical roles, 24% in sales, 9% in customer service. Strong engineering culture with a CTO (Tim Bray) and multiple engineering tech leads. - **Growth trajectory**: Rapid headcount growth (+25.3% YoY), expanding globally, and building AI into every product — offers opportunity for impact in a high-growth company. - **Notable perks**: Annual global offsites, talent community for future roles, and a mission-driven focus on "unshackling the engineering workforce." ## Sources 1. [sitemate.com](https://sitemate.com/) 2. [sitemate.com/about-us](https://sitemate.com/about-us/) 3. [sitemate.com/resources/careers](https://sitemate.com/resources/careers/) 4. [jobs.ashbyhq.com/sitemate](https://jobs.ashbyhq.com/Sitemate) 5. 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