Sitemate
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Brief overview of this role at Sitemate:
We are looking for a Senior Customer Success Manager to join our Toronto team, helping us drive customer activation, retention, and growth on the East 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.
Why should I consider joining Sitemate?
- Check out Sitemate’s team at the offsite: Sitemate Offsite 2022, Sitemate Offsite 2023 & recently Sitemate Offsite 2024
- You can see what people really think about working at Sitemate here: Working at Sitemate
- 2024 Podcast, CEO Hartley Pike on his personal journey, scaling Sitemate, diversity and culture at Sitemate; Listen here
- 2023 Podcast: Listen to CMO Lance Hodgson’s tips on how to supercharge your career Listen here
- 2022 Podcast: Listen to CEO Hartley Pike speak about the company’s founding and broader Go To Market strategy: Listen here
- 2022 Podcast: Listen to CTO Tim Bray speak about building high quality features that solve customer problems at Sitemate: Listen here
- We have equal opportunity for applicants of all genders, ethnicities, ages, sexualities & people with disabilities - Sitemate's team is proudly diverse and accessible.
- We're proud to have a global team with team members from various countries.
- You will have flexible working options - our team is a blend of fully remote and hubs around offices.
- Our Toronto office has fantastic on-site facilities, located only steps from amazing coffee shops and restaurants.
- Every Monday, the team goes for lunch at one of the many nearby options.
- You will be remunerated based on your performance.
- You will get a laptop and a budget to set up your home office.
- 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.
- You will have access to our standard health & dental plan.
- You will have visibility into the standardised career development plan for your role.
- You will get equity options and ownership in Sitemate on a standard vesting schedule.
- Sitemate has strong financial backing from Blackbird and other investors.
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.
- Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement.
- 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.
- Pace - we move quickly and our expectations are high.
- We have a strong culture based on core values and standard operating procedures.
