At a Glance
- Tasks: Drive customer success and engagement with our AI-native Contract Lifecycle Management platform.
- Company: Join Sirion, a leader in AI-driven contract management for Fortune 500 companies.
- Benefits: Competitive salary, diverse team culture, and opportunities for professional growth.
- Other info: Embrace a dynamic work environment focused on innovation and collaboration.
- Why this job: Be a strategic partner, making a real impact on enterprise customer success.
- Qualifications: 6+ years in Customer Success or Account Management, with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
About Sirion
Sirion is the world’s leading AI-native Contract Lifecycle 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.
Power the Future of AI & Why This Role Matters
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.
How You’ll Make an Impact
- 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.
- Good Knowledge and Understanding of AI/GenAI/Agentic Platforms/LLM: The CSM should possess and demonstrate a very good understanding of GenAI/AI/LLMs/Agentic AI with their techno-functional knowledge.
- 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.
- Drive Product Adoption: Develop account plans, follow defined Sirion adoption methodologies, and ensure that customers are getting their ROI and expected business outcomes.
- 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 processes, timelines, and deliverables.
- Deliver with Accountability: Manage cost, budgets, and risks to ensure high-quality delivery and sustained customer value.
- Drive Customer Advocacy: Identify champions, capture success stories, develop referenceable customers, and foster a customer community that accelerates peer learning and solution adoption.
- AI-Powered Digital CSM: Continuously improve an AI-powered Digital CSM that helps/replicates key Customer Success workflows, playbooks, and best practices to deliver an exceptional customer experience.
- AI CSM Workflows: Develop workflows that enable the AI CSM to identify customer risks, adoption gaps, renewal opportunities, and expansion signals, and recommend or initiate appropriate actions.
Skills & Experience You Bring to the Table
- Experience: 6+ years in Customer Success, Account Management, or related roles within enterprise SaaS environments.
- Portfolio Management: Proven experience managing large client portfolios and ensuring high-impact product adoption.
- Revenue Focus: Demonstrated success in identifying and executing cross-sell and upsell opportunities that drive measurable business growth.
- Project Management: Strong background in implementation, onboarding, and delivery management across complex enterprise ecosystems.
- Customer-Facing Excellence: Strong client interaction skills with the ability to lead meetings, present solutions, handle escalations, and influence executive stakeholders.
- Communication: Excellent interpersonal and communication skills with the ability to engage and influence stakeholders at all organizational levels.
- Technical Acumen: Prior experience in CLM or large-scale SaaS products preferred.
- Cross-Functional Collaboration: Proven ability to work with Sales, Product, Engineering, and Marketing teams to deliver cohesive customer outcomes.
- Tools Expertise: Proficiency in CRM platforms (e.g., Salesforce, Gainsight) and project management tools (e.g., Jira, Asana, Smartsheet).
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.
Customer Success Manager employer: Sirion
At Sirion, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration among our diverse team of AI engineers, legal experts, and researchers. As a Customer Success Manager, you will have the opportunity to drive meaningful impact for enterprise clients while benefiting from continuous professional development and a commitment to diversity and inclusion. Located in a vibrant tech hub, our employees enjoy a supportive environment that encourages growth and creativity, making Sirion a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sirion. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sirion before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sirion:Your cover letter is your chance to shine! Tell us why you want to work at Sirion specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sirion!
How to prepare for a job interview at Sirion
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
