Job Description

Description

About Sitecore

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 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\'Or\xc3\xa9al, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at .

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 are what drive and unite us across the globe.

About the Role

We are seeking an experienced and highly motivated Digital Customer Success Manager to join the ranks of our Customer Success organisation, here at Sitecore.

As we scale as a business, and pivot towards supporting a SaaS customer base, the need to deliver a digitally led customer success strategy becomes ever more important, as we support our customers to realize the value of their investment with Sitecore.

A role that goes beyond traditional Customer Success Management. As the Digital CSM, you will support the digital customer journey, owning relationships with multiple customers in a one-to-many approach. Your expertise in Customer Success, operational strategy, data analysis, and digital marketing will be essential in driving customer engagement and satisfaction.

Responsibilities

• Scaling Customer Success: Own the success of a substantial book of business (100+ accounts) by developing a one-to-many engagement strategy to retain and grow revenue.
• Data Driven Engagement: Leveraging customer data within our Customer Management tool, to proactively engage with customers at critical moments within the customer lifecycle.
• Digital Strategy: Operationalise & standardise key touchpoints of the customer lifecycle, combining digital & human touch engagements with scalability at heart, to ensure low-touch customers feel fully supported and empowered with Sitecore, by developing targeted, repeatable, and scalable automation, such as playbooks, SOPs, and email campaigns to support customer base.
• Customer Data Maintenance: Keep critical customer information updated, such as contact data, customer lifecycle & implementation insights.
• Customer Enablement Collaboration: Work closely with customer enablement functions to create enablement resources to support your customers to realise value & adoption of our products.
• Marketing & Sales Alignment: Collaborate with the Marketing team to ensure all digital touchpoints align with the Sitecore brand voice and marketing/sales initiatives.
• Data-Driven Decision Making: Utilize data to drive changes in customer behaviour, continually measure the effectiveness of programs, and optimize them to improve engagement, conversion, and outcomes.
• Change Management: Develop a change management plan to smoothly transition existing medium-touch customers to a low-touch engagement model.
• Knowledge Centred Customer Success: Develop and maintain an effective knowledge base to enhance customer self-service capabilities and provide valuable resources for other Customer Success Managers (CSMs). Identify frequently asked Service Requests and common customer pain points. Develop comprehensive Knowledge Base (KB) Articles that address these Service Requests and challenges. Promote the use of the knowledge base among customers to empower them to find solutions independently.

Experience and Qualifications:

• Experience in Customer Success, Account Management, Customer Operations, or Digital Marketing.
• Proficiency in scaled and targeted digital programs focused on post-sales engagements (e.g., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing).
• Proven experience engaging with customer C-suite leaders.
• Strong project management skills to handle a high volume of requests and tasks.
• Ability to analyze and synthesize large amounts of data into actionable insights.
• Proactive problem-solver, comfortable with complexity and ambiguity, and able to engage meaningfully in overall strategy discussions.
• Motivated to work collaboratively in a fast-paced, dynamic environment to contribute to the growth of our business.

Additional Skills That Could Set You Apart:

• Knowledge of Gainsight, Salesforce CRM and BI tools such as PowerBI
• Knowledge of CMS, DAM, e-commerce platforms, SaaS, API based products.
• Previous experience in working with customers with on-premise deployments, business consulting and / or account management.

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 as we look to grow by 30% YoY. Growth for us means growth for you and your career.
• Great team and company culture! The Customer Success team uses the latest best practices, processes and tools for Customer Success. All of our team members undergo Customer Success Training and Certification (

) as part of their onboarding and career development.

How we hire

At Sitecore, we put a lot of care and time into who we hire. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you and the value you can bring to the team.

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Sitecore