Manager – Customer Success

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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+ counter party relationships in 100+ languages. Sirion is a 4x Leader in the Gartner® Magic Quadrant™ for CLM and ranked #1 in the Spend Matters CLM Solution Map.

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)

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.

• 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.

• 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.

• 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.

• 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.

• Build trusted relationships with economic buyers, executive sponsors, and…