SaaS Digital Adoption & Success Engineer
Sitecore
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Job summary
Sitecore is seeking a Customer Success Delivery professional in Kuala Lumpur to lead digital adoption efforts for a cohort of accounts. The role emphasizes asynchronous customer engagement, SLA-driven delivery, and running playbooks that power Sitecore360 deployments.
You will work within the CVR Services Solutions Hub, focusing on scalable, non-voice delivery and regional enablement. The ideal candidate has 3 to 6 years in CS/PS/delivery within SaaS, with knowledge of CMS/DXP architectures and
Qualifications
- 3 to 6 years in Customer Success, Professional Services, delivery or consulting roles within a SaaS or enterprise software environment.
- Experience onboarding, adoption and renewal readiness stages.
- Comfortable navigating CMS/DXP architectures including headless and API-driven content delivery.
- Pattern recognition across a portfolio to identify accounts needing action.
- Strong business analysis: current-state vs desired-state.
- Clear, structured English for asynchronous customer contact.
Responsibilities
- Run weekly or periodic health and adoption reviews for a segment of accounts.
- Maintain and update customer capability plans and playbooks.
- Deliver quarterly reviews with updated capability plans and next-best actions.
- Triage requests against each customer's capability plan and SLA commitments.
- Provide advisory guidance and write scoping briefs for Consultants.
- Prepare quarterly account packs with adoption health metrics.
- Flag accounts approaching renewal that are off-plan.
Skills
Tools
Job description
Sitecore is seeking a Customer Success Delivery professional in Kuala Lumpur to lead digital adoption efforts for a cohort of accounts. The role emphasizes asynchronous customer engagement, SLA-driven delivery, and running playbooks that power Sitecore360 deployments.
You will work within the CVR Services Solutions Hub, focusing on scalable, non-voice delivery and regional enablement. The ideal candidate has 3 to 6 years in CS/PS/delivery within SaaS, with knowledge of CMS/DXP architectures and
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