SaaS Customer Success Engineer – Digital Adoption

Sitecore; Kuala Lumpur; Presencial; MYR 90.000 - 180.000; Jornada completa

Descripción de la vacante

Sitecore in Kuala Lumpur is seeking a delivery-oriented Customer Success professional to power the Sitecore360 adoption motion. You will work within the CVR Services Solutions Hub to read cohort signals, apply approved playbooks, and record outcomes at scale. This role operates primarily on KL working hours with asynchronous customer contact.

You will coordinate with regional teams, update capability plans, and ensure timely, value-driven actions across a cohort of accounts.

Formación

• 3 to 6 years in Customer Success, Professional Services, delivery or consulting in SaaS/enterprise software.
• Familiar with CMS/DXP architectures, headless and API-driven content delivery.
• Pattern recognition across a portfolio using health, usage and milestones data.
• Strong business analysis: current vs desired state, roadmap to actions.
• Excellent written English for asynchronous customer communication.
• Experience with PSA, CS or project tooling like Certinia, Jira, Confluence, Salesforce.

Responsabilidades

• Run weekly exception sweep and trigger playbook actions for adoption and health.
• Maintain the customer capability plan and playbook status.
• Triage requests against capability plans and SLA commitments.
• Prepare quarterly account packs with adoption health and next actions.
• Flag accounts nearing renewal that are off-plan.

Descripción del empleo

Sitecore in Kuala Lumpur is seeking a delivery-oriented Customer Success professional to power the Sitecore360 adoption motion. You will work within the CVR Services Solutions Hub to read cohort signals, apply approved playbooks, and record outcomes at scale. This role operates primarily on KL working hours with asynchronous customer contact.

You will coordinate with regional teams, update capability plans, and ensure timely, value-driven actions across a cohort of accounts.