Customer Success Manager
Job Summary
Job Description
As Customer Success Manager (CSM), you will lead customer engagements, driving successful outcomes through onboarding and product adoption. You will tailor each engagement, ensuring customers get the most value from Sitecore's Digital Experience solutions. You will work closely with customers, delivery teams, and internal stakeholders to provide the right guidance and ensure best practices are applied throughout the customer journey. You will act as a trusted advisor for Sitecore's DX solutions, identifying and addressing risks and adoption challenges. You'll also build strong customer relationships and align business objectives with solutions that generate value.
Must have:
- Experience in digital marketing / SEO and content strategy.
- Customer focused and able to engage technical and business stakeholders.
- Knowledge of Sitecore or other CMS software.
- Familiarity with project management and agile methodologies.
- Experience in Professional Services, SaaS projects, or digital transformation.
- Strong and effective written and oral communication skills.
Good to have:
- Excellent presentation skills.
- Understanding of martech ecosystems and integration.
- Comfortable explaining concepts to technical and non-technical audiences.
- Willingness to grow technically and as a presenter.
7 skills required
Job Details
Customer Success Manager
Team: Customer Value Realization
Location: US - Remote
About Us:
Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.
About the Role:
We are looking for tech savvy individual with a passion for martech and driving success for Sitecore customers. You will be part of our Customer Value Realisation team and working alongside solution architects, consultants and project managers, as part of the Services team in UK & Ireland.
As Customer Success Manager (CSM) you will lead customer engagements for Customer Value Realization team, and drive successful customer outcomes through onboarding, product adoption and value realization through Sitecore360.
You will be challenged to tailor each engagement, ensuring customers get the most value from Sitecore’s Digital Experience solutions. You will work closely with customers, delivery teams, and internal stakeholders to provide the right guidance, and ensure best practices are applied throughout the customer journey.
What You’ll Do:
- 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
What You Need to Succeed:
- 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
Additional Skills That Could Set You Apart:
- 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
Why You Should Click ‘Apply’:
Sales and Customer Success are the key to our success! We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel It’s never been a better time to join Sitecore. Growth for us means growth for you and your career.
Great team and company culture! You can find out more about our company culture in the Sales and Customer Success team and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably.
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.
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