Customer Success Associate

About the Role

Explore our podcasts featuring the CEO, CMO, and CTO, watch team offsite videos, and hear directly from employees about life at Sitemate. Customer testimonials are available on G2 Crowd and TrustRadius. • Own a portfolio of SMB customers as the primary point of contact. • Recommend software configurations for heavy‑industry use cases. • Monitor account health, identify churn risk, and intervene proactively. • Spot upsell opportunities and coordinate with an Account Manager. • Drive feature adoption by tracking utilization and encouraging engagement. • Record client information in Salesforce, Front, and Vitally. • Collect and relay NPS feedback to the product team. • Assist with support queries and escalate issues when needed. • Build long‑lasting relationships to boost retention and advocacy. • Manage time across multiple client journeys and prioritize strategically. • Unlearn prior processes to align with Sitemate’s core values and SOPs.

Key Responsibilities

• ▸software config
• ▸feature adoption
• ▸crm logging
• ▸support escalation
• ▸health monitoring
• ▸upsell identification

What You Bring

• Adapt quickly to shifting priorities in a new North American market. • Thrive in a fast‑paced, high‑expectation environment with steep onboarding. • Recent graduates or career‑switchers eager to enter SaaS. • Self‑starters who excel in fast‑growth, high‑velocity settings. • Adaptable individuals comfortable with ambiguity and change. • Strong communicators who enjoy problem‑solving and relationship building. • Experienced CSMs seeking senior‑level roles. • Those uncomfortable with shifting responsibilities or ambiguity. • Bachelor’s degree or equivalent experience; strong organization and detail orientation; excellent communication skills. • Exposure to Salesforce or other CRMs; experience creating presentations in Google Slides/PowerPoint; internship or part‑time experience in SaaS, consulting, or customer‑facing roles. • Microsoft Office Suite and Google Suite. • Slack, Salesforce, Tableau.

Requirements

• ▸bachelor’s degree
• ▸salesforce
• ▸tableau
• ▸slack
• ▸google slides
• ▸self‑starter

Benefits

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 starting a career in Customer Success within the SaaS industry. You’ll collaborate closely with our Customer Success and Sales teams to support onboarding, retention, and growth for SMB customers, while gaining exposure to the broader GTM function. As the first CS hire in Austin, you’ll work directly alongside our CRO, offering a unique chance to learn from senior leadership and help build a new office. We hold monthly All‑Hands meetings to share metrics, customer stories, hiring plans, and financial performance, and each session includes a personal “Life Story” to strengthen global connections. Integrated systems eliminate manual work, enabling rapid, high‑quality decisions. Performance drives rewards, and we focus on outcomes rather than hours, offering flexibility and minimal meetings. Collaboration across engineering, product, design, marketing, sales, and customer success fuels continuous learning. We provide competitive, performance‑based remuneration, equity options, 20 days of paid annual leave plus additional sick, carer’s, and compassionate leave, and generous parental leave. Comprehensive health coverage (medical, dental, vision) is fully paid, and we offer a 401(k) plan, health‑savings account, and life and disability protection. Professional growth is supported through a learning budget, transparent career paths, and resources for remote or hybrid work, including laptop and home‑office setup budgets.

Work Environment

Office Full-Time