(Senior) Customer Success Manager - North America (West Coast) [B2B] [SaaS]

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Brief overview of this role at Sitemate:

We are looking for a Senior Customer Success Manager to join our Vancouver team, helping us drive customer activation, retention, and growth on the West Coast.This role is ideal for an experienced Customer Success professional who has a proven track record in the technology or SaaS industry. The ideal candidate will have strong experience in managing customer relationships, driving engagement, and delivering measurable results.

This role would be great for you if you are looking to start your career in technology. Maybe you have a lot of customer facing experience, but haven’t worked in tech before. Maybe you have worked in tech support, but want to progress into a role with broader responsibilities.

North America is one of our new regional teams, and with that comes lots of problem solving & iteration as we respond to new market trends, and tight collaboration. You will have opportunities such as working with colleagues in the Customer Success function, who will be mentoring you and helping you learn about working in technology. You will be exposed to both of Sitemate’s founders and cross-functional teams, to get a much broader understanding of how the SaaS delivery model works.

Employment Type:

• Full-time
• Based: Vancouver, BC, Canada
• Remuneration (incl. CPP): CAD $90k-140k per annum, pending the particular applicant’s experience.

Why should I consider joining Sitemate?

• Check out Sitemate’s team at the 2022 offsite: Sitemate Offsite 2022
• And recently at our 2023 Offsite: https://www.youtube.com/watch?v=_aNwLDdrGWs
• You can see what people really think about working at Sitemate here: Working at Sitemate
• Listen to CEO Hartley Pike speak about the company’s founding and broader Go To Market strategy: Unleashing your Zilla with Hartley Pike, co-founder of Sitemate
• Listen to CTO Tim Bray speak about building high quality features that solve customer problems at Sitemate: Building High Quality Features That Solve Customer Problems at SiteMate
• We have equal opportunity for applicants of all genders, ethnicities, ages, sexualities & physical abilities - Sitemate's team is proudly diverse and accessible. 55% of our team identify as coming from underrepresented ethnic backgrounds. 43% identify as female. Our team ranges in age from 22 to 51 years old.
• We're proud to have a global team with team members from Australia, Kenya, Brazil, France, Chile, United Kingdom, Ireland, Spain, Portugal, Vietnam, the Philippines, Kazakhstan, USA, Canada, Indonesia, Venezuela, Sri Lanka, and Uruguay.
• You will have flexible working options - our team is a blend of fully remote and hubs around offices. People based in hub cities typically work in the office 2-3 days per week, and 2-3 days working from home.
• Our office in Downtown Vancouver has fantastic on-site facilities. The transport connections are excellent.
• Every Monday, the team goes for lunch at one of the many nearby options - current team favourites are Field & Social, Purebread, Nuba, and Tacofino.
• You will be remunerated based on your performance. If you are performing well, you won’t need to wait 3 years or have to find better offers elsewhere to receive an increase to your remuneration. 7 out of the last 10 remuneration increases for Sitemate team members have been made pro-actively by management, without the individual needing to even raise the topic of remuneration.
• You will get a laptop and a budget to set up your home office (standing desk, monitor, headphones etc).
• You will be able to attend company-sponsored training, workshops or conferences that help with your role.
• You will get additional benefits and support as parents - with paid leave for both primary and secondary carers (includes adoption), as well as support and leave for the tragic circumstances of stillbirth.
• You will have access to our standard health & dental plan.
• You will have visibility into the standardised career development plan for your role, and access to a professional learning and development budget.
• You will get equity options and ownership in Sitemate on a standard vesting schedule. See here a general overview of how this works: 5 Points To Look For in an Employee Share Scheme (ESS) | LegalVision
• Sitemate has grown from 5 people in 2018 to now over 100, and we’re moving into the next stage of growth! We have a product that customers are strongly engaged with, and every month we get around >400 new leads whilst spending $0 on marketing and 0 cold calling.
• Sitemate’s founders have diverse backgrounds - one with coming from engineering on major infrastructure projects such as roads, bridges and tunnels, the second coming from product and graphic design. This brings a unique perspective internally where we blend deep industry experience with a passion (obsession) for modern best practices in product design.
• Sitemate graduated from Australia’s #1 Technology Company Accelerator - Startmate (complete coincidence on the names… ).
• Sitemate has strong financial backing from Blackbird (Australia and NZ’s #1 Vc), Shearwater Growth Capital & Marbruck Investments.
• See info on our latest raise here: Hartley Pike on LinkedIn: Sitemate raises $7.5M Pre-Series A, approaches escape velocity | 58 comments

What is the working environment like at Sitemate?

• We are very transparent - monthly allhands meetings provide the team with direct insight into team updates, customer stories, hiring plans and key metrics (NPS, Revenue, Financial Performance). During this allhands meeting we also hear one ‘life story’ from one of our team each month - learning about different countries and cultures around the world.
• We place an extremely high value on your time - you won’t be spending your days wasting time on fighting internal systems, botched together spreadsheet processes or doing data entry.
• We use best in class systems that are seamlessly integrated to deliver our team the right information at the right time, allowing them to get their work done efficiently and to a very high standard.
• You will have a core and close team around you, but you will also be exposed to and working directly with multiple departments - engineering, product, design, marketing, sales and customer success.
• You will have a high degree of autonomy, as the focus is on outcomes and not hours. If you want to block off a few hours to run a personal errand - no worries. If you want to block off an hour to pick up the kids from school - no worries. No one will be monitoring your time.
• We are constantly working to minimise the number of group meetings - daily check ins are all done asynchronously (in your own time) each morning. But spontaneous 1:1s or small sessions are strongly encouraged!

What does Sitemate do, exactly?

• Sitemate builds best in class software products for the built world.
• Industrial companies operating in the built world are facing a number of mission critical challenges - changes in work behaviour due to covid-19, Generation Z starting to enter the workforce as mobile first users of software, and the drastic shift away from traditional mining to renewable energy projects such as wind farms and solar farms.
• Our first product - Dashpivot, is a platform where industrial style companies streamline and standardise their processes in a new digital format. This enables them to complete and track work in the field on a mobile or tablet, and automate repetitive tasks and tracking through automated workflows and real-time analytics.

See some of our user reviews for Dashpivot here:

• Capterra: Dashpivot Pricing, Alternatives & More 2024 | Capterra
• G2 Crowd: https://www.g2.com/products/dashpivot/reviews
• Trust Radius: Dashpivot - By Sitemate Reviews & Ratings 2024

What will I be doing day to day in this role?

• Take ownership of a portfolio of 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.

What will be the biggest challenges for me in this role?

• You’ll be balancing a portfolio of clients across the customer journey. You’ll need to be organised with managing your time and strategic in prioritising tasks
• Pace - we move quickly and our expectations are high. There's a lot of information to take on in the initial months which could be daunting for some, but for those who like a challenge this role is for you
• We have a strong culture based on core values and standard operating procedures, you may need to unlearn a few things from previous experience