SMB Customer Success Manager — Onboarding & Growth

Nearheal; Sydney; Hybrid; AUD 100,000 - 110,000; Full time

Benefits offered by this job

Equity options - own a piece of what你?

Job summary

Sitemate is seeking an SMB Customer Success Manager in Sydney to own post-sale relationships, guide onboarding, and drive value quickly for a portfolio of customers in the built world industries.

You will collaborate with Sales, Account Management, Support, and Product to remove blockers, improve outcomes, and feed feedback that shapes future features. This role emphasizes people skills, problem solving, and rapid learning.

Qualifications

• Customer-facing experience with SMBs or similar.
• Experience enabling onboarding and post-sale success.
• Ability to drive adoption and reduce churn through proactive outreach.

Responsibilities

• Own a portfolio of SMB customers as their main post-sale contact.
• Lead onboarding and activation: set success plans, configure accounts, train users.
• Prescribe best-practice workflows and customer outcomes for various use cases.
• Drive adoption through proactive check-ins, enablement, and ongoing education.
• Monitor account health, usage signals, sentiment, and risks to act early.
• Identify growth opportunities and coordinate with Account Management for expansions.
• Be the voice of the customer to inform product priorities and improvements.
• Maintain organized follow-ups, SOPs, and structured handovers.

Skills

Customer success

Relationship building

Onboarding

Problem solving

Communication

Tools

Loom

Power BI

Confluence

Excel

Slack

Front

Microsoft Office

Tableau

Job description

Sitemate is seeking an SMB Customer Success Manager in Sydney to own post-sale relationships, guide onboarding, and drive value quickly for a portfolio of customers in the built world industries.

You will collaborate with Sales, Account Management, Support, and Product to remove blockers, improve outcomes, and feed feedback that shapes future features. This role emphasizes people skills, problem solving, and rapid learning.