SaaS Digital Success Engineer (Cohort Delivery)

Sitecore Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

Sitecore Malaysia Sdn. Bhd. in Kuala Lumpur seeks a Customer Success professional to lead and optimize the digital adoption motion within Sitecore360, supporting a cohort of accounts with scalable playbooks.

Join a delivery-focused role working across the CVR Services Solutions Hub (Kuala Lumpur), with asynchronous customer contact and KL-based working hours. You will drive health, adoption, and renewal readiness through structured playbooks and evidence-based actions.

Qualifications

• 3–6 years in Customer Success, Professional Services, delivery or consulting roles within SaaS/enterprise software.
• Comfortable navigating modern CMS/DXP architectures including headless and API-driven content delivery.
• Pattern recognition across a portfolio to identify accounts needing action and why.
• Business analysis fundamentals: current-state vs desired-state with owners and sequencing.
• Clean, structured written English for customer communications.
• Experience with PSA/CS or project tooling such as Certinia, Jira, Confluence, Salesforce or equivalent.

Responsibilities

• 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

Skills

Customer Success

CMS/DXP architectures

Pattern recognition

Business analysis

Written English

PS tooling

Tools

Jira

Confluence

Salesforce

Certinia

Job description

Sitecore Malaysia Sdn. Bhd. in Kuala Lumpur seeks a Customer Success professional to lead and optimize the digital adoption motion within Sitecore360, supporting a cohort of accounts with scalable playbooks.

Join a delivery-focused role working across the CVR Services Solutions Hub (Kuala Lumpur), with asynchronous customer contact and KL-based working hours. You will drive health, adoption, and renewal readiness through structured playbooks and evidence-based actions.