Customer Success and Onboarding Assistant

Customer Success and Onboarding Assistant

Reports to the Customer Success & Implementation Manager

About SymTerra

SymTerra is building the site reporting platform that construction, utilities and infrastructure contractors actually want to use. We help teams see problems sooner and prove compliance later, replacing paper, spreadsheets and clunky legacy tools with something built for how site teams really work.

We're a small, ambitious team backed by investors who believe in the category, moving fast into a genuinely exciting growth phase. We need the right people to join the journey.

That's where you come in. You'll get new customers up and running, keep them happy once they are, and dig into the data when something doesn't look right. Half people, half problem-solving, with a bit of SQL dashboard-building on the side.

Role Overview: A hands-on, client-facing role supporting the onboarding, training, and ongoing success of customers using SymTerra. Working alongside the Operations Manager, you will assist across the full customer lifecycle — from initial platform setup and configuration through to customer development, technical support, and day-to-day account management.

What you'll actually be doing

• Getting customers live. Setting up the platform, configuring users and running training sessions built around how each client really works, not how a manual says they should.
• Looking after accounts. Handling queries, coordinating renewals and helping with upsell and contract conversations alongside senior colleagues.
• First-line technical support. Working out what's gone wrong, fixing what you can, and passing the rest to engineering with the detail they need to fix it fast.
• Building customer dashboards. Writing SQL to build the dashboards customers see inside SymTerra, turning their site data into clear views of what's happening across their projects. Light database work; nobody's asking you to be a data engineer.
• Making it easier next time. Building and improving our onboarding materials and internal process docs, so every new customer has a smoother start than the last.

Your first 90 days

• First 30 days: learn the ropes. Get to know SymTerra inside out, sit in on onboarding and training sessions, shadow support, and meet the customers you'll be looking after. You'll also get access to our data and start finding your way around it.
• By day 60: start running things. Lead your first onboarding and training sessions with backup on hand, handle first-line support queries yourself, and build your first customer dashboard.
• By day 90: own your patch. Look after a set of accounts day to day, deliver dashboards customers actually use, and improve at least one piece of onboarding material based on what you've learned.

You'll fit right in if you

• Have spent time on site with a construction or utility company, or worked in construction tech or the built environment. You know what a site diary is, and why nobody enjoys filling one in.
• Write and speak clearly, and can handle a tricky client conversation calmly and professionally.
• Are organised and proactive, and can juggle several accounts without letting one slip.
• Can write SQL to pull and shape data for dashboards, or are genuinely keen to learn. Experience with BigQuery or a similar data warehouse is a real plus.

Bonus points

• You've used Intercom or HubSpot.

Why SymTerra

• You'll work directly with the people using what we build, so you'll see the difference you make every week.
• We're a small team. Your ideas get heard and acted on, not filed away.
• The role sits right between customers and data, which is a great place to grow, whichever direction you want to go.

Pay: £35,000.00-£40,000.00 per year

Work Location: In person