Senior Customer Success Manager
Job Summary
Job Description
As a Senior Customer Success Manager, you will be part of the Customer Value Realization team, driving successful customer outcomes through onboarding, product adoption, and value realization. You will tailor each engagement to ensure customers get the most value from Sitecore’s Digital Experience solutions. Responsibilities include acting as a trusted advisor, delivering structured onboarding, identifying business problems, addressing risks, and building strong customer relationships. You will also communicate confidently across all levels of a customer’s organization and play a key role in account retention and growth.
Must have:
- Experience in Professional Services or SaaS projects.
- Experience in digital marketing / SEO and content strategy.
- Experience with SaaS delivery using agile methodologies.
- Customer-focused with ability to engage stakeholders.
- Knowledge of Sitecore or other CMS software.
- Strong written and oral communication skills (Arabic & English).
Good to have:
- Excellent presentation skills.
- Understanding of martech ecosystems.
- Comfortable explaining concepts to audiences.
- Willingness to grow technically.
9 skills required
Job Details
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 and L’Oréal rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.
Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values are what drive and unite us across the globe.
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 MEA region.
· 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 a trusted advisor for Sitecore’s DX solutions
- Deliver structured onboarding for new customers, and partners, to drive efficient adoption of Sitecore platforms.
- Identify and understand the business problems, challenges, and opportunities of the client
- Identify and address risks and adoption challenges.
- Bring proven SaaS delivery experience, either as a project manager or consultant
- Bring communication skills that inspire, project confidence, and strong knowledge of the space
- Build strong customer relationships and align business objectives with solutions that generate value
- Bring high-level energy and persistence in the face of stakeholder pushback or ambiguity
- Communicate confidently across all levels of a customer’s organization – 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 Professional Services, SaaS projects, or digital transformation.
- Proven experience in digital marketing / SEO and content strategy/business analysis.
- First-hand experience with SaaS delivery using agile methodologies
- Customer-focused and able to engage both technical and business stakeholders
- Sitecore or other CMS / Experience Management software knowledge
- Strong and effective written and oral communication skills (Arabic & English); demonstrated desire to continually improve on presentation skills.
- Ability to travel, 20% 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
How we hire
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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