Manager of Customer Success

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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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.

Job Location - Cape Town (it is Mandatory to relocate to CapeTown)

How You'll Make an Impact
:

• Act as the Strategic Partner:
  Serve as the primary point of contact for clients, managing relationships, ensuring adoption, and maintaining exceptional levels of customer satisfaction.
• Lead Implementation and Operations:
  Manage end-to-end implementation and ongoing operations for existing and new customers, ensuring alignment with business goals and seamless delivery.
• Plan and Execute with Precision:
  Develop project plans, define project methodologies, and ensure that project resources and governance frameworks are in place.
• Drive Product Adoption:
  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.
• Manage Portfolio Success:
  Oversee a diverse client portfolio, balancing multiple priorities and ensuring consistent engagement and excellence across all accounts.
• Lead Onboarding Excellence:
  Manage client onboarding processes, timelines, and deliverables, coordinating with internal teams for smooth project execution.
• Deliver with Accountability:
  Manage project schedules, budgets, risks, and team performance to ensure on-time, high-quality delivery and sustained customer value.

Skills & Experience You Bring to the Table

• Education: Bachelor's degree in Business, Management, or a related field; MBA or relevant certifications preferred.
• 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.
• Communication: Excellent interpersonal and communication skills with the ability to influence and engage stakeholders at all organizational levels.
• Technical Acumen: Prior experience in CLM (Contract Lifecycle Management) or large-scale SaaS products preferred.
• Cross-Functional Collaboration: Skilled at working 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.