Customer Success Manager

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 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.

About the Role:

We are looking for a tech-savvy individual with a passion for martech and a drive to deliver 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 the MEA region.

• As Customer Success Manager (CSM) you will lead customer engagements for the 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.
  
  
  

What You’ll Do:

• Act as a trusted advisor for Sitecore’s Agentic solutions
• Deliver structured onboarding for new customers and partners, to drive efficient adoption of Sitecore platforms
• Identify and understand the business problems, challenges and opportunities of the client
• Identify and address risks and adoption challenges
• Bring proven SaaS delivery experience, either as a project manager or consultant
• Bring communication skills that inspire, project confidence and strong knowledge of the space
• Build strong customer relationships and align business objectives with solutions that generate value
• 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 You Need to Succeed:

• Proven experience in Professional Services, SaaS projects, or digital transformation.
• Proven experience in digital marketing / SEO and content strategy/business analysis.
• First-hand experience of SaaS delivery using agile methodologies
• Customer-focused and able to engage both technical and business stakeholders
• Sitecore or other CMS / Experience Management software knowledge
• Strong and effective written and oral communication skills (Arabic & English); demonstrated desire to improve on presentation skills continually.
• Ability to travel, 20% or less
  
  
  

Additional Skills That Could Set You Apart:

• 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
  
  
  

Why Sitecore?

At Sitecore, we offer a vibrant work culture, a collaborative environment, and the opportunity to work on products that shape digital experiences globally. We’re dedicated to fostering growth, innovation, and a commitment to our employees’ professional and personal development. Be part of a visionary, innovation-driven team shaping the next era of AI-powered content management in a leading composable DXP.

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.

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