Customer Success Manager

**About Us**:
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**:
To build on Sitecore’s success and growth, we are looking for a skilled Customer Success Manager (Snr CSM / CSM) to join our Sitecore office in Singapore.

The vision and mission of our CEO, Steve Tzikakis, is to create a** legendary customer journey **where our customers are the number one priority and receive an unparalleled service. In this role you will be instrumental in navigating Sitecore to an unprecedented level of customer success and to scale the organization for growth, adoption, and triumph within a portfolio of top tier customer accounts.

As the Account Owner, Trusted Advisor, and the customer’s central point of contact, the CSM drives adoption and transformation to ensure that the customer obtains their desired outcomes and obtains value from their investment in Sitecore’s products and solutions in harmony with their strategic business goals.

In addition, you are a cross-functional hero You will work closely with the Sitecore ecosystem including account executives, marketing, and product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Your strong problem-solving skills and organizational awareness, make you capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.

You will thrive on working in a collaborative, sharing, caring and exciting environment, ensuring our customers realize their business and marketing objectives.

This is an important customer facing role that requires a dedicated professional with an exceptional ability to manage both internal and external stakeholders and that can develop deep relationships with customers and their delivery partners.

**What You’ll Do**:

- Build deep relationship with your assigned customers by providing proactive customer engagement from post sales onwards, maintaining a regular communication cadence with key customer stakeholders throughout the customer journey
- Develop and document Customer Success Plans, building upon the value proposition created during the selling motion, that clearly outlines the customer’s business objectives and priorities. Collaborate with customer to define and track value attainments for Sitecore’s solutions to these objectives. Assist clients to expand their usage and adoption of Sitecore Digital Experience Platform.
- Oversee the post-sales journey process as customers move from implementation to deployment. Work with our Professional Services, Implementation Partners and Customer Support teams to ensure customers have been appropriately trained and that we are effectively tracking & reporting against adoption of solutions from point of launch.
- Host regular business review meetings with key stakeholders. Provide updates on customer objectives, status updates for all outstanding issues, manage customer expectations, keeping clients satisfied and expectations realistic.
- Recognize & communicate the value additional Sitecore solutions will bring to our customers in line with their priorities. Identify and develop Upsell & Cross-sell opportunities using our CSQL process supporting sales to grow the account.
- **What You Need to Succeed**:

- Passion for Customer Success and Digital Customer Experience
- Strong and proven track record of successfully managing customer relationships and technical projects
- Experience in a customer facing role that includes account and relationship management.
- Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
- Excellent communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders
- Fluent in English, Additional language skills such as Mandarin and Cantonese a plus.

**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**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 opportun