Sirion
Customer Success Manager
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About Sirion
Sirion is the world’s leading AI–native Contract Lifecyle Management (CLM) platform, transforming the end-to-end contracting journey for enterprises. With Agentic AI at the core, the platform’s extraction, conversational search, and AI-enhanced negotiation capabilities have revolutionized contracting across Fortune 500 companies like IBM, Coca Cola, Citi, and GE. With more than 800 employees across the globe, Sirion comprises a team of AI engineers, legal experts, and researchers who are working relentlessly to build reliable and trustworthy CLM for businesses of tomorrow. Recognized by Gartner, IDC, and Spend Matters as a consistent CLM leader, Sirion sets the innovation benchmark for the category.
For more information, visit www.sirion.ai.
Power the Future of AI & Why This Role Matters
Join us as a Customer Success Manager and play a critical role in enabling our enterprise customers to realize the full value of Sirion’s AI-native Contract Lifecycle Management (CLM) platform.
The ideal candidate will have proven experience in Customer Success, Account Management, Project Management, Revenue Management, and large portfolio management. You will be responsible for driving product adoption, identifying and executing revenue growth opportunities through cross-sell and upsell, and ensuring the successful delivery and implementation of our AI-driven solutions.
This role requires a balance of strategic relationship management, operational excellence, and customer advocacy — all while collaborating closely across cross-functional teams to ensure success and satisfaction for every customer.
This role also carries strong customer-facing responsibilities, requiring proactive engagement, value delivery, and continuous partnership-building with enterprise stakeholders.
How You’ll Make an Impact:
- Act as the Strategic Partner: Serve as the primary point of contact for customers, managing relationships, end-to-end customer ownership, ensuring adoption, contract renewals, and maintaining exceptional levels of customer satisfaction. The CSM needs to act as a trusted advisor for customers with excellent knowledge of the domain and CLM category.
- Good Knowledge and Understanding of AI/GenAI/Agentic Platforms/LLM: The CSM should possess and demonstrate a very good understanding of GenAI/AI/LLMs/Agentic AI with their techno-functional knowledge. Should be able to use LLMs/AgenticAI tools to bring efficiency in day-to-day work.
- Champion Customer Engagement: Lead customer-facing interactions including regular business reviews, roadmap discussions, and value realization workshops to reinforce trust and long-term partnership.
- Operational Governance: Manage end-to-end ongoing operations for existing and new customers, ensuring alignment with business goals and seamless delivery. Establish regular account governance through MBRs/QBRs.
- Drive Product Adoption: Develop account plans, follow defined Sirion adoption methodologies, and ensure that customers are getting their ROI and expected business outcomes. Increase product stickiness, improve satisfaction, and cultivate Sirion advocates to ensure retention, renewal, and long-term customer success.
- Enable Business Transformation: Drive business outcomes and maturity within customer organizations through structured management, governance, ongoing education, and training initiatives.
- Build Strategic Relationships: Establish deep working relationships with client business units and key stakeholders to define requirements and align Sirion’s AI-led solutions to their strategic objectives.
- Collaborate Across Teams: Partner with Sales, Product, Marketing, and Technical Support teams to ensure client needs are addressed and feedback informs continuous product improvement.
- Own Customer Communication: Maintain consistent, proactive, and transparent communication with customer executives, program teams, and end users to keep engagement high and aligned.
- Manage Portfolio Success: Oversee a diverse client portfolio, balancing multiple priorities and ensuring consistent engagement and excellence across all accounts.
- Lead Onboarding Excellence: Engage and contribute to client onboarding processes, timelines, and deliverables.
- Deliver with Accountability: Manage cost, budgets, and risks to ensure high-quality delivery and sustained customer value.
- Drive Customer Advocacy: Identify champions, capture success stories, develop referenceable customers, and foster a customer community that accelerates peer learning and solution adoption.
- AI-Powered Digital CSM: Continuously improve an AI-powered Digital CSM that helps/replicates key Customer Success workflows, playbooks, and best practices to deliver an exceptional customer experience.
- AI CSM Workflows: Develop workflows that enable the AI CSM to identify customer risks, adoption gaps, renewal opportunities, and expansion signals, and recommend or initiate appropriate actions.
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Skills & Experience You Bring to the Table
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- Experience: 6+ years in Customer Success, Account Management, or related roles within enterprise SaaS environments.
- Portfolio Management: Proven experience managing large client portfolios and ensuring high-impact product adoption.
- Revenue Focus: Demonstrated success in identifying and executing cross-sell and upsell opportunities that drive measurable business growth.
- Project Management: Strong background in implementation, onboarding, and delivery management across complex enterprise ecosystems.
- Customer-Facing Excellence: Strong client interaction skills with the ability to lead meetings, present solutions, handle escalations, and influence executive stakeholders.
- Communication: Excellent interpersonal and communication skills with the ability to engage and influence stakeholders at all organizational levels.
- Technical Acumen: Prior experience in CLM or large-scale SaaS products preferred.
- Cross-Functional Collaboration: Proven ability to work with Sales, Product, Engineering, and Marketing teams to deliver cohesive customer outcomes.
- Tools Expertise: Proficiency in CRM platforms (e.g., Salesforce, Gainsight) and project management tools (e.g., Jira, Asana, Smartsheet).
Commitment to Diversity and Inclusion
We are an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military or veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other protected characteristic. We provide reasonable accommodations for disabled employees and applicants as required by law. These principles apply to all aspects of employment, including recruitment, training, promotions, compensation, benefits, transfers, and social programs.
Excited about this opportunity?
We’d love to hear from you! To apply, simply visit our Career at Sirion page and follow the easy steps to submit your application.
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