Customer Success Manager, SMB – Growth & Onboarding

Nearheal; Sydney; Hybrid; AUD 100,000 - 120,000; Full time

Benefits offered by this job

Equity options

20 days paid annual leave

Parental leave 16 weeks

Learning & Development budget

Flexible hybrid work

Job summary

Sitemate is seeking an SMB Customer Success Manager to join our Sydney team, guiding onboarding, activation, and ongoing value delivery for a portfolio of customers across the built world industries. You’ll collaborate with Sales, Account Management, Support and Product to remove blockers, improve outcomes, and share feedback that shapes our product.

The role offers a healthy blend of in-office and remote work, with a focus on enabling customers to achieve rapid value and reduce churn through

Responsibilities

• 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 ever meeting, set follow up tasks in Salesforce, and book in follow-ups to operate with clarity and consistency.

Job description

Sitemate is seeking an SMB Customer Success Manager to join our Sydney team, guiding onboarding, activation, and ongoing value delivery for a portfolio of customers across the built world industries. You’ll collaborate with Sales, Account Management, Support and Product to remove blockers, improve outcomes, and share feedback that shapes our product.

The role offers a healthy blend of in-office and remote work, with a focus on enabling customers to achieve rapid value and reduce churn through