Strategic Customer Success Manager

OverviewWe are looking for a Strategic Customer Success Manager to join our London team, helping drive customer onboarding, retention, and growth across a portfolio of SaaS customers in the construction industry. This role is focused on owning customer outcomes end-to-end, ensuring customers realise value quickly and expand their usage over time. You'll work closely with customers to configure workflows, solve problems, and embed our platform into their operations.Employment:OTO Remuneration: £77,000 (incl. Pension)Base Salary: £69,300 (incl. Pension)Commission: £7,700 (incl. Pension)About Sitemate: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.Life at SitemateAt 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.How We WorkTransparency: 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.What We OfferCompetitive, performance‐based remunerationEquity options — own a piece of what you're helping to build20 days paid annual leave , plus sick, carer's, and compassionate leaveParental leave — 16 weeks for primary and 6 weeks for secondary carers (including adoption and stillbirth support)Learning & Development — professional growth budget and transparent career plansLaptop and home office setup budgetFlexible work — remote and hybrid options, plus the ability to work from anywhere for several weeks each yearCommunity & Connection — weekly catered lunches, global offsites, and "Life Story" sessionsEqual OpportunityWe'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 SitematePodcasts2024: CEO Hartley Pike – on scaling Sitemate, diversity, and culture2023: CMO Lance Hodgson – on accelerating your career2022: CTO Tim Bray – on building quality features that solve real customer problemsWant to know what it's like to work at Sitemate? Hear it straight from the team : People of SitemateRead what our customers say: G2 Crowd, Trust RadiusTeam Offsites: 2022, 2023, 2024, 2025Team ContextPart of the Go‐To‐Market function working closely with Sales and SupportHigh‐performance, fast‐paced environment with strong operational standardsCollaborative culture with a focus on ownership, continuous improvement, and coachingOpportunity to contribute to process improvement and team developmentDay‐to‐DayOwn a portfolio of customers as their primary point of contactOnboard new customers and drive successful implementationPrescribe recommendations for configuring the platform across various construction use casesMonitor account health, identify churn risks, and proactively interveneDrive product adoption, retention, and expansion opportunitiesCollaborate cross‐functionally with Sales, Product, and SupportChallengesManaging a diverse portfolio of customers at different lifecycle stagesPrioritising effectively in a fast‐paced, high‐expectation environmentNavigating a steep learning curve in the early monthsAdapting to structured processes and adopting new ways of workingWho This Role is ForSomeone who demonstrates strong ownership and consistently delivers high‐quality outcomesA self‐driven, growth‐oriented operator who proactively solves problemsA team player who contributes to culture, coaches others, and improves processesSomeone comfortable working in a fast‐paced SaaS environment with high standardsWho This Role is Not ForCandidates without prior experience in customer‐facing commercial roles (Customer Success, Account Management, or similar)Individuals who require close direction or prefer highly structured, low‐change environmentsThose not comfortable with pace, accountability, and continuous improvementSkills & ExperienceMust Have:Customer‐facing commercial experience (Customer Success, Account Management, or similar)Strong analytical and problem‐solving skillsHigh ownership and execution capabilityExcellent communication and stakeholder managementAbility to manage multiple priorities effectivelyNice to Have:Experience in SaaS or construction technologyCoaching or mentoring experienceAdaptability and flexibility in fast‐paced environments️ ToolsEssential Tools:Microsoft Office SuiteSlackSalesforceFrontConfluenceLoomVideo conferencing (Zoom / Teams) and calendar tools (scheduling, invites)Bonus Tools:ExcelSupport 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)First 6 Months – Success CriteriaBy month 6, the person will have:Successfully onboarded and managed a portfolio of customersBuilt strong relationships with key stakeholders across accountsDemonstrated the ability to identify and mitigate churn risksDriven measurable improvements in customer adoption and engagementBecame confident in prescribing solutions and workflows within the platformContributed to team processes and shared learnings(PLEASE Note: We do not use recruitment partners or services, so please save your time and don't reach out)#J-18808-Ljbffr