Customer Success Manager

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.

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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.

• 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 posses 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 dat-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…