Key skills
Digital marketingSEOContent strategySitecore knowledgeAgile methodologiesSaaS deliveryProfessional Services experienceProject managementTechnical explanationCSaaSAgileProject ManagementCommunicationPresentation SkillsCustomer Success
About this role
Sitecore is a leading provider of digital experience software, aiming to simplify how brands engage with their customers. The Customer Success Manager will lead customer engagements to drive successful outcomes through onboarding and product adoption, ensuring clients maximize the value from Sitecore's solutions.
Responsibilities:
- Act as trusted advisor for Sitecore’s DX solutions
- Identify and understand the business problems, challenges and opportunities of the client
- Identify and address risks and adoption challenges
- Deliver structured onboarding for new customers, and partners, to drive efficient adoption of Sitecore platforms
- Build strong customer relationships and align business objectives with solutions that generate value
- Bring communication skills that inspire, project confidence and strong knowledge of the space
- Bring high-level energy and persistence in the face of stakeholder pushback or ambiguity
- Communicate confidently across all levels of a customer’s organisation – from end-users to team leads and C-suite executives
- Represent Sitecore externally (user groups, speaking on stage, etc.)
- Serve as a bridge between internal technical, strategic, product and presales teams, keeping everyone focused on customer value
- Play a key role in account retention, growth and customer satisfaction
Requirements:
- Proven experience in digital marketing / SEO and content strategy / business analysis
- Customer focused and able to engage both technical and business stakeholders
- Sitecore or other CMS / Experience Management software knowledge
- Familiarity with project management, agile methodologies, and SaaS delivery
- Experience in Professional Services, SaaS projects, or digital transformation
- Strong and effective written and oral communication skills (English); demonstrated desire to continually improve on presentation skills
- Ability to travel, 10% or less
- Excellent presentation skills
- Understanding of martech ecosystems and how to integrate digital experience platforms within them
- Comfortable explaining concepts to technical and non-technical audiences
- Willingness to grow technically and as a presenter