Customer Success Associate
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 🏗️ Help transform the world’s most important industries. Sitemate builds digital tools that modernise how construction and industrial companies get work done - replacing spreadsheets and paper with powerful, mobile-first software used on site every day. Our mission is to build best-in-class software for the built world, empowering companies to streamline how they capture, organise, and analyse information - so they can deliver projects faster, safer, and more sustainably. We’re backed by Blackbird, have achieved strong product–market fit, and are scaling fast. If you want to work on meaningful problems with a global team that values outcomes, innovation, and ownership - we’d love to meet you!
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
