Manager - Customer Success at Sirion

Job description

About Sirion Sirion is the world’s leading AI-native Contract Lifecycle Management (CLM) platform. Powered by agentOS™, its proprietary AI-native operating system, Sirion combines purpose-built AI agents with enterprise-grade functionality to automate every stage of the contract lifecycle. The world’s most valuable brands trust Sirion to manage 7M+ contracts across 1M+ counterparty relationships in 100+ languages. Sirion is a 4x Leader in the Gartner® Magic Quadrant™ for CLM and ranked #1 in the Spend Matters CLM SolutionMap. www.sirion.ai Department: Customer Success | Reports To: Director, Customer Success | Location: Remote (U.S. or Canada) Travel: Up to ~25% (customer business reviews and on-sites) Drive Enterprise Customer Success & Why This Role Matters Customer Success is one of five pillars in Sirion’s Global Customer Experience organization. As a Customer Success Manager, you own a portfolio of enterprise accounts and carry direct responsibility for their retention, adoption, and health. You engage at project kickoff immediately post-sale and remain the customer’s constant point of continuity across their entire lifecycle with Sirion. This is a relationship and value role, not a sales role: you connect each customer’s contracting outcomes to the platform’s capabilities, protect the recurring revenue base, and identify where customers can do more with Sirion — but the commercial cycle and the close of any expansion sit with the account team. It is a high-ownership role in a function that is scaling and maturing, with the chance to help shape the playbooks, health metrics, and engagement model the broader team will run on. How You’ll Make an Impact Post-Sale Onboarding & Lifecycle Continuity Engage at project kickoff immediately post-sale — establishing the relationship, success plan, and value framework in parallel with Professional Services delivery — and remain the customer’s continuous owner across the entire lifecycle, from onboarding and implementation through adoption, renewal, and beyond. Adoption & Value Realization Develop and execute success plans that tie each customer’s business objectives to measurable Sirion outcomes; drive adoption across Legal, Procurement, and Finance stakeholders, including agentOS™ and AI-driven capabilities; and lead Executive Business Reviews (EBRs/QBRs) that quantify realized ROI and set the roadmap for the next horizon of value. Retention & Renewal Own gross revenue retention (GRR) as the role’s primary metric, alongside account health, for an assigned book of enterprise accounts, driving on-time, full-value renewals; identify churn and down-sell risk early and lead structured save plans; and build the value case that underpins renewals, partnering with the renewals and commercial teams who own pricing, packaging, and negotiation. Whitespace Identification & Expansion Handoff Identify and qualify whitespace within the account base — new use cases, business units, geographies, and modules — and document it as structured, qualified pipeline. Operate within an account pod alongside the Account Executive, who owns the commercial cycle and the close, working from a shared expansion playbook with sourced-pipeline attribution that credits the CSM for the opportunities they originate. This role sources and qualifies expansion but does not sell it, carry a sales quota, or negotiate commercial terms; its expansion contribution is measured by qualified pipeline that clears a sales-accepted-opportunity (SAO) gate rather than by closed revenue — a hard, motivating number on net revenue retention without ownership of the commercial close. Executive Relationships & Advocacy Build trusted relationships with economic buyers, executive sponsors, and day-to-day champions; cultivate references, case studies, and advocates; and serve as the customer’s strategic advocate inside Sirion, mobilizing the right internal resources to keep commitments and resolve escalations. Cross-Functional Orchestration C