Customer Success Engineer

Sitecore

. Run the weekly exception sweep across a segment of the Sitecore360 digital book .

Posted 11/4/2026full-timeKuala Lumpur • MalaysiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Professional Services within a SaaS environment, focusing on onboarding, adoption, and renewal-readiness. Proficient in analyzing customer data and producing actionable capability plans while maintaining structured communication.

Highest-signal resume keywords

Customer Success ExperienceSaaS Environment ExpertiseSitecore Product KnowledgeBusiness Analysis FundamentalsProject Tooling Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OnboardingAdoptionRenewal-ReadinessBusiness AnalysisPattern RecognitionContent Model AnalysisCapability PlanningPlaybook ExecutionData AnalysisStructured Delivery

Soft Skills

Clean Written CommunicationStructured ThinkingCustomer-Focused Approach

Tools & Technologies

CertiniaJiraConfluenceSalesforceSitecoreCMSDXP

Industry Keywords

Digital BookAdvisory GuidanceImplementation GuidanceOperational Support ModelsTech-Touch Customer Success

Tech Stack

Tools & technologies

Sitecore

About the role

Key responsibilities & impact

Run the weekly exception sweep across a segment of the Sitecore360 digital book
Identify accounts that have fallen out of pattern on adoption, health, milestones or hours consumption
Trigger corresponding playbook actions
Maintain customer capability plans and playbook status
Review every account substantively each quarter on a monthly rotation
Produce updated capability plans and next-best actions
Triage incoming requests against each customer's capability plan and SLA commitments
Handle Advisory intake for the digital segment, including advisory guidance, implementation guidance and release readiness
Write scoping briefs for Consultants and land outputs back in customer plans
Prepare quarterly account packs covering adoption health, hours used, milestones reached and next-best actions
Flag accounts approaching renewal that are off-plan
Execute work within defined scope and SLA expectations during Kuala Lumpur working hours

Requirements

What you’ll need

3 to 6 years in Customer Success, Professional Services, delivery or consulting roles within a SaaS or enterprise software environment
Direct exposure to onboarding, adoption and renewal-readiness stages
Comfortable navigating modern CMS/DXP architectures, including headless and API-driven content delivery
Ability to read a customer's content model, integrations and configuration well enough to write a brief a Consultant can act on
Ability to recognize patterns across a portfolio using health, usage and milestone data
Business analysis fundamentals: current-state vs desired-state, converting observations into a plan with owners and sequencing
Clean, structured, customer-ready written English
Experience with PSA, CS or project tooling such as Certinia, Jira, Confluence, Salesforce or equivalent
Direct experience with Sitecore products or comparable martech is an advantage
Exposure to structured delivery playbooks, standardized review processes or operational support models is an advantage
Experience in a scaled, pooled or tech-touch Customer Success motion is an advantage

Benefits

Comp & perks

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