Customer Success Associate

About the Role

As the first CS hire in Austin, you will partner directly with the CRO, providing a unique opportunity to learn from senior leadership and help shape a growing office. You will act as the primary point of contact for a portfolio of SMB clients, advising on software configuration, monitoring health, and identifying upsell opportunities. Sitemate builds mobile‑first digital tools that modernise construction and industrial workflows, replacing spreadsheets and paper with powerful software used on site daily. Our mission is to enable companies to capture, organise, and analyse information so they can deliver projects faster, safer, and more sustainably. Backed by Blackbird, we have strong product‑market fit and are scaling rapidly. Daily responsibilities include owning a portfolio of SMB customers, prescribing software configurations, monitoring account health, driving feature adoption, and collaborating with internal tools such as Salesforce, Front, and Vitally. You will also collect NPS feedback, relay insights to product, and resolve support queries while building long‑lasting relationships that increase retention and advocacy. • Supply laptop and home office setup budget • Own a portfolio of SMB customers as primary contact • Advise on software configuration for diverse heavy‑industry use cases • Monitor account health and proactively mitigate churn risk • Identify upsell opportunities and involve Account Manager when needed • Drive feature adoption by monitoring utilization • Utilize Salesforce, Front, and Vitally to capture and share client information • Collect NPS feedback and relay insights to product team • Resolve support queries and coordinate escalations • Build long‑lasting relationships to boost retention and advocacy • Prioritize tasks strategically across a client portfolio

Key Responsibilities

• ▸software configuration
• ▸feature adoption
• ▸account health
• ▸salesforce crm
• ▸nps feedback
• ▸client retention

What You Bring

Success in this role requires strong organisational skills, attention to detail, independent work habits, and excellent communication. Prior exposure to Salesforce, presentation building, or SaaS internships is a plus. Familiarity with Microsoft Office, Google Suite, Slack, Tableau, and similar tools is beneficial. • Adapt quickly to shifting priorities in a newly established North America region • Thrive in a fast‑paced environment with high expectations and steep onboarding • Unlearn previous habits to align with strong cultural SOPs • Recent graduate or individual seeking entry into SaaS • Self‑starter thriving in fast‑growth SaaS settings • Adaptable, flexible professional comfortable with dynamic change • Strong communicator who enjoys problem‑solving and relationship building • Experienced CSMs looking for a senior role • Candidates uncomfortable with ambiguity or shifting duties • Those preferring a slow‑paced, highly structured environment • Recent graduate (Bachelor’s or equivalent) • Strong organizational skills and attention to detail • Ability to work independently and adapt to changing priorities • Excellent communication abilities • Familiarity with Salesforce or other CRMs (nice to have) • Experience creating presentations in Google Slides or PowerPoint • Internship or part‑time experience in SaaS, consulting, or customer‑facing roles • Proficient with Microsoft Office Suite and Google Suite • Knowledge of Slack, Salesforce, and Tableau (bonus tools)

Requirements

• ▸salesforce
• ▸google slides
• ▸microsoft office
• ▸bachelor’s
• ▸strong communicator
• ▸self‑starter

Benefits

Our culture emphasizes transparency, high velocity, hustle, diversity, and innovation. We offer competitive, performance‑based remuneration, equity options, comprehensive health coverage, 401k, generous paid leave, parental leave, and a professional growth budget. Flexible work arrangements allow remote or hybrid schedules, with the ability to work from anywhere for several weeks each year. • Offer competitive, performance‑based salary • Grant 20 days paid annual leave plus sick, carer’s, and compassionate leave • Offer parental leave: 16 weeks primary, 6 weeks secondary (including adoption and stillbirth support) • Provide fully‑paid medical, dental, and vision insurance • Include 401(k) retirement savings plan • Offer Health Savings Account (HSA) with tax advantages • Provide basic life insurance, AD&D, short‑term and long‑term disability coverage • Offer customized pension plan • Allocate professional growth budget and transparent career plans • Enable flexible remote or hybrid work, with weeks‑long location flexibility • Foster community with weekly catered lunches, global offsites, and “Life Story” sessions

Work Environment

Office Full-Time