Customer Success Manager – SMB

About the role

We are seeking an SMB Customer Success Manager to join our London team and drive activation, retention, and growth for customers in the built‑world industries. You will act as the trusted day‑to‑day partner after the sale, guiding onboarding, delivering quick value, and embedding Sitemate’s products into real‑world workflows.

Key responsibilities

• Own a portfolio of SMB customers as the main post‑sale contact, building strong relationships and trust.
• Run onboarding and activation by setting success plans, configuring accounts, training users, and helping customers achieve their first wins.
• Prescribe best‑practice workflows tailored to heavy‑industry operational use cases.
• Drive adoption through proactive check‑ins, enablement sessions, and ongoing education via calls, emails, Loom videos, and in‑app guidance.
• Monitor account health by tracking usage signals, sentiment and risks, taking early action to prevent churn.
• Identify growth opportunities and pass qualified expansion signals to the Account Management team.
• Serve as the internal voice of the customer, sharing product feedback, recurring pain points and successes.
• Maintain organization by sending recap emails, logging follow‑up tasks in Salesforce and scheduling regular check‑ins.

Required profile

• Enjoy building relationships and helping customers achieve outcomes, not just answering questions.
• Organised and proactive, with a habit of planning the week, tracking follow‑ups and staying ahead of risks.
• Strong customer‑facing experience (hospitality, retail, admin, operations, support or account management) and a desire to move into tech.
• Quick learner with a growth mindset, actively seeking feedback and applying it.
• Comfortable handling tough conversations, working in a fast‑paced, complex environment and delivering results.

What we offer

• Competitive, performance‑based remuneration with equity options.
• 25 days paid annual leave plus sick, carer’s and compassionate leave.
• Parental leave – 16 weeks for primary carers and 6 weeks for secondary carers.
• Learning & Development budget and transparent career plans.
• Employee Assistance Program for confidential counseling and mental‑health support.
• Laptop and home‑office setup budget.
• Hybrid work rhythm (2‑3 days in office, 2 days remote) with flexibility to work from anywhere for several weeks a year.
• London office perks: private outdoor terrace, on‑site showers, bike storage and proximity to cafés, galleries and nightlife.