Manager - Customer Success

Sirion provides an AI-native contract lifecycle management platform. The Customer Success Manager owns a portfolio of enterprise accounts, driving retention, adoption, customer health, and value realization throughout the customer lifecycle while identifying and qualifying expansion opportunities.

Responsibilities:

• 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 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
• Coordinate with Professional Services on implementation and time-to-value, with Global Support on issue resolution and removal of recurring friction, and with Product and the Advisors function to channel structured customer feedback that shapes the roadmap
• Keep account data, health signals, success plans, and forecasts accurate in the Customer Success platform and CRM; forecast renewals and qualified whitespace with discipline; and contribute to the playbooks, segmentation, and engagement standards the Customer Success function runs on

Requirements:

• 5+ years in Customer Success, account management, or a comparable customer-facing role within enterprise B2B SaaS
• Demonstrated ownership of retention (GRR) and adoption outcomes for a portfolio of enterprise accounts
• Track record of driving measurable value realization with senior, cross-functional stakeholders such as Legal, Procurement, Finance, or Operations
• Experience identifying and qualifying expansion whitespace and partnering with Sales on handoff, without carrying a sales quota
• Excellent executive communication and relationship-building skills, including leading business reviews with senior audiences
• Proficiency with Customer Success platforms (e.g., ChurnZero, Catalyst, Gainsight) and CRM (e.g., Salesforce)
• Bachelor's degree or equivalent practical experience
• Domain experience in CLM, legal tech, procurement, or adjacent enterprise workflow or platform categories
• Experience with AI-native or complex enterprise SaaS platforms, translating technical capability into business value
• Familiarity with health-scoring frameworks and data-driven Customer Success operations