Customer Success Manager

Location: remote US, Eastern time zone

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

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We are looking for a 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.

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 Sitecore
360. 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.

• 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

• 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, 20% or less

• 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…