Manager – Customer Success

Sirion; Northern (KY); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Sirion is seeking an experienced Enterprise Customer Success Manager to own a portfolio of strategic accounts, drive retention, adoption, and health across the customer lifecycle. You will engage at post-sale kickoff and partner with cross-functional teams to deliver value.

You’ll lead Executive Business Reviews, quantify ROI, and identify whitespace opportunities while ensuring renewals and long-term partnerships with enterprise customers across the US and beyond.

Qualifications

• 5+ years in Customer Success or enterprise account management.
• Experience driving retention and adoption for enterprise clients.
• Proven ability to work with Legal, Procurement, Finance, and Operations.
• Experience identifying expansion whitespace without a sales quota.
• Excellent executive communication and presentation skills.

Responsibilities

• Manage a portfolio of enterprise accounts and own retention and adoption.
• Lead Executive Business Reviews to quantify ROI.
• Coordinate with cross-functional teams for time-to-value.
• Identify whitespace and hand off expansion opportunities to Sales.
• Maintain accurate health signals and forecasts in CS platform and CRM.

Skills

Enterprise account management

Executive relationship building

Retention & GRR ownership

Cross-functional collaboration

Churn risk analysis

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Gainsight

ChurnZero

Catalyst

Job description

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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

• 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.

Voice of the Customer & Operational Rigor

• 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.

Skills & experience You Bring To The Table

• 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.

Preferred Qualifications

• 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.

Compensation & Benefits

The compensation package for enterprise Customer Success includes a competitive base salary; a variable component tied to retention (GRR), and comprehensive benefits (health, dental, vision, 401(k), and generous PTO).

Sirion is an equal opportunity employer committed to building a diverse and inclusive team. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic. Sirion provides reasonable accommodations throughout the hiring process; candidates who need an accommodation are encouraged to let us know.