Strategic Account Manager

• This is not a relationship-only CSM role. As a CSM at Siena, you own a portfolio of customers and hold them to specific, measurable outcomes. You are accountable for how well Siena performs and how much value customers actually realize
• You own our Growth and Strategic segment accounts - not the full customer book. You will operate at the intersection of customer, product, sales, and engineering. You’ll lead audits, improvement plans, and cross-functional execution to move real metrics, not just run QBRs
• You are accountable for:
• Automation and resolution rates
• Support cost efficiency
• CX quality, including CSAT and NPS
• Retention and expansion - including owning renewal negotiations and independently identifying and closing expansion opportunities
• Own Customer Outcomes End to End
• Own a portfolio of Growth and Strategic accounts from post-onboarding through long-term success
• Translate customer goals into concrete success plans tied to operational and CX metrics
• Diagnose performance issues and lead improvement plans with clear owners and timelines
• Hold customers and internal teams accountable when progress stalls
• Track and communicate impact clearly using data, not anecdotes
• Technical Excellence & Product Mastery
• Master all product features, common use cases, and understand our integration capabilities
• Explain technical concepts clearly to non-technical stakeholders
• Understand complex automations and provide best practice recommendations
• Consistently demonstrate new features to clients and tailor product updates based on specific needs
• Bring Commercial and Business Acumen
• Understand the cost, headcount, and revenue implications of CX decisions
• Engage confidently with senior stakeholders including CX leaders and executives
• Identify expansion opportunities rooted in demonstrated value
• Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact
• Navigate procurement, pricing conversations, and contract tradeoffs with confidence
• Lead Cross-Functional Execution
• Turn vague customer problems into clear problem statements and execution plans. May include partnering with other teams including sales, services or product to achieve client outcomes
• Bring structured, well-scoped customer feedback back to the product and engineering teams
• Participate in cross-functional projects and develop strong internal partnerships
• Mentor team members and influence others’ professional growth
• Customer Education & Enablement
• Lead training sessions with key stakeholders
• Create customer-facing content, training materials, and improve existing documentation
• Design and facilitate strategy sessions, workshops, updates, and webinars showcasing advanced use cases
• Engage actively in our private Slack community as a thought leader and trusted resource

Benefits

• 🏠 The flexibility to work from anywhere
• 🌞 Flexible working hours
• 💸 Stock options
• 🌴 Unlimited PTO (minimum of 15 days off per year)
• 📖 Growth stipend

• Comfort with rapidly evolving AI landscape by staying current on AI capabilities and applying them to customer success
• You thrive in fast-paced startup environments with evolving priorities and ambiguous challenges
• You are curious by nature. You actively learn new domains, products, or systems without being told
• You balance empathy with business impact and are willing to challenge the status quo when it blocks results
• You are a self-directed professional who asks for help when needed and brings solutions rather than just raising issues
• You are proactive and push when needed
• Experience in AI/ML space, particularly conversational AI or automation platforms
• Comfort operating in fast-moving, evolving environments
• Experience working closely with product and engineering teams
• Experience analyzing usage patterns, competitive landscapes, and translating data into actionable strategies
• Startup background essential - fast-paced, ambiguous environments, comfortable wearing many hats
• Enterprise experience required: managed complex orgs, sold to multiple stakeholders
• E-commerce or CX industry experience strongly preferred - customers respond better to CSMs who speak their language
• 3+ years in Customer Success Management, account management, or client-facing strategic roles with more technical and complex software solutions
• Demonstrated success independently renewing and expanding enterprise customers in complex, high-value accounts - including owning the commercial conversation, not just supporting it. Minimum bar: negotiated at least one $100k+ deal
• Hands-on prompt engineering experience with ability to optimize AI responses, train conversation flows, and refine model outputs. Must go deeper than transcription tools or using ChatGPT for emails — has built an agent, automated a workflow, or created a tool
• Experience with a native AI technology company
• Comfort with API integrations, conversation flow design, and business intelligence tools

• Deadline to Apply: 17 August 2026 at 00:00 BST