The posting
About Us:
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 https://www.sitecore.com/company guide how we lead, innovate, and connect. They are the behaviours 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.
Learn more at Sitecore.com http://Sitecore.com.
About the Role: This role sits within Sitecore's CVR Services Solutions Hub (Kuala Lumpur), a centralized team supporting our global Customer Value Realization organization. As part of this team, you will lead the core digital delivery tier for Sitecore360, our premier success package, engaging and supporting customers at scale through digital-first channels. This is a delivery role with no synchronous customer engagement, focused on powering the digital adoption motion across a cohort of accounts. Unlike other Hub roles, the repeatable unit of work is the playbook action rather than the document. Documents are produced, but they are outputs of a playbook, not the work itself. The role reads cohort signals, decides which approved playbook applies, executes it and records the outcome. It works the pattern across a segment of the book rather than a relationship per account, using capability plans and approved playbooks. It enables regional teams to focus on strategic, client-facing engagement. Work is signal and intake-driven and executed within defined scope and SLA expectations. The role operates on Kuala Lumpur working hours. Customer contact is asynchronous, so response SLAs are measured in KL business days rather than customer-local time. Success is measured by cohort adoption and health movement, playbook coverage and SLA adherence, not by hours delivered.
What You’ll Do:
- Run the weekly exception sweep across your segment of the Sitecore360 digital book, identify accounts that have fallen out of pattern on adoption, health, milestones or hours consumption, and trigger the corresponding playbook actions
- Maintain the customer capability plan and playbook status, updating based on actions taken and next steps
- Work the book in depth on a monthly rotation so every account receives a substantive review each quarter, producing an updated capability plan and next-best actions
- Triage incoming requests against each customer's capability plan, not as standalone tickets, prioritizing against SLA commitments and flagging missing inputs early
- Handle Advisory intake for the digital segment (advisory guidance, implementation guidance, release readiness), write scoping briefs a Consultant can pick up and execute without a follow-up call, and land the output back in the customer's plan
- Prepare the quarterly account pack per customer: adoption health, hours used, milestones reached and next-best actions, based on approved templates
- Flag accounts approaching renewal that are off-plan
What You Need to Succeed
- 3 to 6 years in Customer Success, Professional Services, delivery or consulting roles within a SaaS or enterprise software environment, with direct exposure to onboarding, adoption and renewal-readiness stages
- Comfortable navigating modern CMS/DXP architectures including headless and API-driven content delivery. You will not write code, but you can read a customer's content model, integrations and configuration well enough to write a brief a Consultant can act on
- Pattern recognition across a portfolio: ability to look at health, usage and milestone data for a cohort and identify which accounts need action and why, and which do not
- Business analysis fundamentals: current-state vs desired-state, converting observations into a plan with owners and sequencing
- Clean, structured, customer-ready written English, since most customer contact is asynchronous
- Experience with PSA, CS or project tooling such as Certinia, Jira, Confluence, Salesforce or equivalent
Additional Skills That Could Set You Apart:
- Direct experience with Sitecore products (SitecoreAI / XM Cloud, XM/XP, Content Hub, Personalize, Search) or comparable martech, or familiarity with the broader Sitecore ecosystem
- Exposure to structured delivery playbooks, standardized review processes or operational support models used in scaled services hubs
- Experience in a scaled, pooled or tech-touch Customer Success motion
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.
