Customer Success Associate

Link to role presentation video: https://www.loom.com/share/7e58941460414c8db5315082c1f1d009

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

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

We’re looking for an enthusiastic and motivated Customer Success Associate to join our North America team in our new Austin office. This entry-level role is designed for recent graduates or individuals looking to start their career in Customer Success within the SaaS industry.

In this role, you’ll work closely with our Customer Success and Sales teams to support onboarding, retention, and growth for our SMB customers, while also gaining exposure to the broader GTM function. As the first CS hire in Austin, you’ll work directly alongside our CRO, giving you a unique opportunity to learn from senior leadership while contributing as a foundational member of this growing office.

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.

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.

• 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.

• 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)

• Comprehensive health coverage - Medical, Dental, and Vision insurance (company pays 100%)

• Retirement savings - 401k plan

• Health Savings Plan (HSA) - Tax-advantaged healthcare savings

• Life and disability protection - Basic life insurance, AD&D, short-term and long-term disability coverage

• Pension plan - Customized retirement benefits

• Learning & Development - professional growth budget and transparent career plans

• Laptop and home office setup budget

• Flexible work - remote or 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

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.

🎧 Podcasts

• 2024: CEO Hartley Pike on scaling Sitemate, diversity, and culture

• 2023: CMO Lance Hodgson on accelerating your career

• 2022: CTO Tim Bray on building quality features that solve real customer problems

💬 Want to know what it’s like to work at Sitemate? Hear it straight from the team: People of Sitemate
⭐ Read what our customers say: G2 Crowd, Trust Radius
🎥 Team Offsites: 2022, 2023, 2024

• Take ownership of a 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

• As North America is our newest region, priorities can shift quickly, and you may be called on to support different areas as needed

• 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

• Recent graduates eager to gain experience in SaaS, or someone looking to break into tech

• A self-starter who thrives in a fast-paced, high-growth SaaS environment.

• Adaptable, flexible individuals who thrive in dynamic environments.

• A strong communicator who enjoys problem-solving and building relationships with customers

• Individuals who are already highly experienced as a CSM in the tech space

• Individuals who need constant direction and supervision.

• Those who struggle with ambiguity or shifting responsibilities.

• Someone looking for a highly structured, slow-paced environment with little change

Must Have:

• Recent graduate (Bachelor’s degree or equivalent experience).

• Strong organisational skills and attention to detail.

• Ability to work independently and adapt to changing priorities.

• Strong communication skills.

Nice to Have:

• Prior exposure to Salesforce (or other CRM systems).

• Experience building presentations in Google Slides / PowerPoint.

• Internship or part-time experience in SaaS, consulting, or customer-facing work.

Essential Tools:

• Microsoft Office Suite

• Google Suite

Bonus Tools:

• Slack

• Salesforce

• Tableau