Manager- Customer Success

• 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 clients 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
• * 8+ 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
• * Experience working cross-functionally with teams such as Sales, Product, and Engineering
• * Proficiency in CRM tools and project management software