Customer Success Associate

Sitemate•Austin, TX

7d•Hybrid

About The Position

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. 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 Sitemate 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.

Requirements

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 Haves

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.

Responsibilities

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

Benefits

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