Customer Success Manager

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Unless otherwise defined in this document, all capitalized terms used herein shall have the same meaning as that given in the Order including Consulting Services between the Sitecore entity (“Sitecore”) and the Customer entity signing such Order (“Customer”).

1. Scope

What is the CSM (Customer Success Manager) component of Sitecore360?

The purpose of the component is to assign a Customer Success Manager to help Customer define and execute a success plan for the customer’s Sitecore products and solutions.

Customer is assigned a CSM by default when they purchase Sitecore360. The CSM is engaged with the customer from the very start of the engagement. The CSM establishes a regular meeting cadence with the Customer (and partner if the Customer wishes). Depending on Customer’s desired expertise, the job title of the CSM may vary.

Each Sitecore360 package has a specific number of Credits as set out in the Order form. Customers can choose to spend their Credits on the CSM component. Each hour that a CSM spends working on an engagement with Customer uses 1 Credit. If Customer chooses to engage a CSM, 10% of Customer’s monthly Credit entitlements, rounded up to the nearest whole number, is reserved for the CSM and is considered used. Customers may choose to use more than this default number of Credits, or may choose to not engage with a CSM at all, in which case the 10% default allocation will not apply.

What is the working model of the CSM component?

The CSM engagement follows the below work model:

• Customer has direct access to their assigned CSM during normal business hours.
• Customer can communicate with the CSM via:
  • regular scheduled meetings (cadence will depend on the number of Credits the customer wishes to spend on the CSM component).
  • Calls and screen shares on common topics, scheduled in advance.
  • Email.
  • Collaboration environments or tools on an ad hoc basis.

What activities are in scope of the CSM component?

Typical activities that the Sitecore CSM can help with include:

• Acting as the main point of contact for all aspects of the Sitecore360 engagement.
• Conducting onboarding sessions to inform the customer about their Sitecore360 engagement and orient the customer towards valuable resources.
• Working with the customer to develop a success plan.
• Running Quarterly Business Reviews where progress of the success plan is discussed and changes to the success plan are agreed.
• Providing the customer with advice on feature adoption.
• Providing the customer with product usage guidance.
• Providing the customer with value realization guidance.
• Contributing to planning of customer initiatives.
• Bringing information to the Customer team’s attention (product releases, security bulletins, updates, etc.).
• Collaborating with Sitecore’s Product Support and Escalation Teams to help clarify and refine support tickets, escalate support tickets, and assist towards issue resolution.

2. General

The maximum number of hours to be used in a day corresponds to the length of the workday of each individual Sitecore resource engaged as part of this component unless otherwise agreed between the parties. The hours consumed will be counted in time increments of 60 minutes.

Semi-annual consumption: Sitecore360 Credits are consumed semi-annually, with the first half year starting on the Order Effective Date and ending 6 months thereafter. Any Sitecore360 Credits not consumed within a given half year will expire. Sitecore is under no obligation to deliver any work related to unused Sitecore360 Credits after expiry and any fees or applicable expenses will remain payable. If Customer exceeds the number of Sitecore360 Credits in a given half year period each additional Sitecore360 Credit will be charged based on Sitecore’s then-current Sitecore360 Credits price, and will be invoiced by Sitecore at the end of such period. Sitecore shall provide monthly consumption reporting.

Any produced code and Sitecore configuration performed by Sitecore while delivering the Services will be exclusively for reference and guidance. Customer should perform, and is solely responsible for, proper testing in its environment when using any of the work delivered by Sitecore.

3. Location

The fees for the Services do not include any travel, accommodation, and subsistence expenses for onsite visits. Any such visits and associated travel budgets will need to be agreed upon between the Customer and Sitecore for each trip. Sitecore will book economy flight tickets and reasonable option for appropriate 4-star business class hotel. Sitecore will invoice the Customer each month for travel expenses incurred during the preceding month for agreed and approved onsite visits at the Customer’s locations. The remainder of the Services will be performed remotely. The remainder of the Services will be performed remotely. Customer will ensure appropriate level of access and collaboration tools to enable remote assessment and Services.

4. Scheduling

The scheduling details of this engagement must be agreed upon between the parties. The Services will be conducted by suitably qualified and experienced Sitecore consultants in close cooperation with the assigned Customer resources. Sitecore chooses, at its sole discretion, suitable consultants.

v1.0 (July 2024)