Customer Success Manager

Sitecore • Manchester, NH

249d

About The Position

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.

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

Nice To Haves

• 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

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

What This Job Offers

• Industry: Publishing Industries