Customer Success Manager

Who We Are:

Sirion is the world’s leading AI-native CLM platform, pioneering the application of generative AI to help enterprises transform the way they store, create, and manage contracts. The platform’s extraction, conversational search, and AI-enhanced negotiation capabilities have revolutionized contracting across enterprise teams – from legal and procurement to sales and finance. The world’s most valuable brands trust Sirion to manage 7M+ contracts worth nearly $800B and relationships with 1M+ suppliers and customers in 100+ languages. Leading analysts such as Gartner, IDC, and Spend Matters have consistently recognized Sirion as a leader in CLM for its focus on category-leading innovation.

Role Title: Customer Success Manager

Job Location – Gurgaon

About the Role:

The ideal candidate will have proven experience in Customer Success, Account Management, Project Management, Revenue Management, and managing large client portfolios. You will be responsible for driving product adoption, revenue growth through cross-sell and upsell opportunities, and ensuring successful delivery and implementation of our solutions. Excellent communication and collaboration across cross-functional teams are key aspects of this role.

What You’ll Do:

• Act as the primary point of contact for clients, managing relationships, ensuring product adoption, and maintaining high levels of customer satisfaction. Manage a large portfolio of client accounts, ensuring their needs are met, resolving issues, and driving overall success with the company’s products/services.
• Lead implementation and on-going operations for existing and new customers and carry out below tasks.
• Develop project plan, defining project methodologies and ensuring project resources are in place
• Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sirion advocates to ensure retention and growth
• Drive business outcomes and maturity within the customer organization through change management, governance, ongoing training and education
• Establish working relationship with client's lines of business and other key stakeholders to define requirements.
• Proactively identify, plan and execute against risk to achieve targeted retention and customer health.
• Hold governance reviews internally as well as with client stakeholders during and after go-live to report progress made and highlight/mitigate any risks.
• Conduct regular customer cadences to align on value realization, align on agreed business priorities, and provide thought leadership specific to client’s evolving business needs.
• Track and report various work streams delivering contract management services during and post implementation.
• Identify and execute on cross-sell and upsell opportunities within your portfolio to drive revenue growth and expand the use of our products across the client base.Work closely with Sales, Product, Marketing, and Technical Support teams to ensure clients’ needs are addressed, and their feedback is incorporated into future product development.
• Oversee and manage a diverse portfolio of clients, balancing multiple priorities while ensuring consistent engagement and success across accounts.
• Lead the onboarding and implementation of solutions for clients, managing timelines and deliverables while collaborating with internal teams to ensure a smooth process.
• Previous experience with a CLM product (Contract Lifecycle Management) or a large SaaS product is a plus
• Managing and leading the project team
• Manage and communicate with project stakeholders.
• Manage the project schedule and budget.
• Manage the project risk, conflicts and quality.

What You’ll Need:

• Bachelor’s degree in business, Management, or a related field; MBA or relevant certifications preferred.
• 7+ years of experience in Customer Success, Account Management, or related fields.
• Strong experience in managing large client portfolios and ensuring successful product adoption.
• Proven track record in identifying and executing cross-sell and upsell opportunities.
• Experience in project management, customer onboarding, and product implementation.
• Excellent communication and interpersonal skills, with the ability to engage stakeholders at various levels.
• Preferred to have experience in CLM background.
• Experience working cross-functionally with teams such as Sales, Product, and Engineering.
• Proficiency in CRM tools and project management software.

Commitment to Diversity and Inclusion:

We are an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military or veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other protected characteristic. We provide reasonable accommodations for disabled employees and applicants as required by law. These principles apply to all aspects of employment, including recruitment, training, promotions, compensation, benefits, transfers, and social programs.