Customer Success Manager
Job Summary
Job Description
As a Customer Success Manager (CSM), you will lead Sitecore360 engagements, combining customer success and product advisory to ensure positive outcomes through onboarding, product adoption, and value realization. You will work closely with customers and internal teams, providing guidance and ensuring the application of best practices. Your responsibilities include understanding customer needs, offering product demonstrations, building relationships across all levels of an organization, collaborating with various teams, and supporting Account Managers in commercial discussions. Additionally, you will represent Sitecore in user groups and webinars.
Must have:
- 5+ years of experience in a customer-facing role.
- Excellent stakeholder management, communication, and problem-solving skills.
- Ability to tailor messaging for different audiences.
- Demonstrated success in customer retention and growth.
- Strong discovery skills to match needs with product solutions.
- Experience in SaaS or Professional Services engagements.
Good to have:
- Knowledge of Sitecore DX solutions (XM Cloud, Content Hub, Personalize).
- Knowledge of the Martech ecosystem.
6 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, L’Oréal, and Volvo Cars 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 seeking a Customer Success Manager (CSM) to lead Sitecore360 engagements, blending customer success and product advisory to drive successful outcomes through onboarding, product adoption, and value realization. This role is pivotal in ensuring customers derive maximum value from Sitecore’s Digital Experience solutions.
As a CSM you’ll understand how 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 customers leveraging Sitecore’s Digital Experience solutions via our SC360 engagement.
- Lead structured onboarding programs for new customers, partners, and internal teams.
- Identify customer challenges, goals, and opportunities to align Sitecore capabilities with desired outcomes.
- Drive product adoption, value realization, and customer satisfaction through ongoing engagement.
- Deliver compelling product demonstrations and effectively guide users through the full lifecycle.
- Communicate confidently and build trusted relationships across all levels of a customer’s organisation - from day-to-day users and team leads to senior stakeholders and C-suite executives.
- Collaborate with Services, Presales, Product, and Account teams to ensure customer success and value delivery.
- Support Account Managers in commercial discussions by connecting business value with solution impact.
- Serve as a bridge between business and technical teams, assisting in translating business needs into solution strategies.
- Represent Sitecore externally through user groups, webinars, and public speaking engagements.
What You Need to Succeed
- 5+ years’ experience working in a customer facing role, preferably in the digital marketing, content strategy, or business analysis Saas engagements.
- Excellent stakeholder management, communication, and problem-solving skills.
- Ability to tailor messaging for technical, marketing, and business audiences, and engage effectively across all customer levels—from power users and project leads to C-level executives.
- Demonstrated success in managing a book of business, with proven results in customer retention, growth, and value realization
- Strong discovery skills, with the ability to uncover customer needs and match them to product solutions.
- Experience delivering SaaS or Professional Services engagements in an agile, fast-paced environment.
- Familiarity with agile and project management methodologies as well as SaaS delivery models.
Additional Skills That Could Set You Apart
- Sound knowledge of Sitecore DX solutions (XM Cloud, Content Hub, Personalize) or comparable SaaS platforms.
- Proven knowledge of the Martech ecosystem and experience delivering or supporting the implementation of digital experience platforms and marketing technologies
Travel
Ability to travel to trade shows, conferences, and client sites as needed, which may include evenings and occasional weekends requiring up to 10% travel.
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