Customer Success Engineer

This role sits within Sitecore's CVR Services Solutions Hub (Kuala Lumpur), a centralized team supporting the global Customer Value Realization organization. The role leads the core digital delivery tier for Sitecore360, engaging and supporting customers at scale through digital-first channels. It is a delivery role with no synchronous customer engagement, focused on powering the digital adoption motion across a cohort of accounts. The repeatable unit of work is the playbook action. The role operates on Kuala Lumpur working hours, with asynchronous customer contact measured in KL business days. Success is measured by cohort adoption and health movement, playbook coverage and SLA adherence.

Responsibilities

Run the weekly exception sweep across your segment of the Sitecore360 digital book, identify accounts that have fallen out of pattern and trigger the corresponding playbook actions; Maintain the customer capability plan and playbook status; Work the book in depth on a monthly rotation so every account receives a substantive quarterly review, producing an updated capability plan and next-best actions; Triage incoming requests against each customer's capability plan, prioritizing against SLA commitments and flagging missing inputs early; Handle Advisory intake for the digital segment, write scoping briefs a Consultant can execute without a follow-up call, and land the output back in the customer's plan; Prepare the quarterly account pack per customer based on approved templates; Flag accounts approaching renewal that are off-plan

Requirements

3 to 6 years in Customer Success, Professional Services, delivery or consulting roles within a SaaS or enterprise software environment, with direct exposure to onboarding, adoption and renewal-readiness stages; Comfortable navigating modern CMS/DXP architectures including headless and API-driven content delivery, with the ability to read a customer's content model, integrations and configuration well enough to write a brief a Consultant can act on; Pattern recognition across a portfolio, identifying which accounts need action and why; 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

Nice to have

Direct experience with Sitecore products (SitecoreAI / XM Cloud, XM/XP, Content Hub, Personalize, Search) or comparable martech, or familiarity with the broader Sitecore ecosystem; Exposure to structured delivery playbooks, standardized review processes or operational support models used in scaled services hubs; Experience in a scaled, pooled or tech-touch Customer Success motion