Customer Success Manager

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Siena AI

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🛍️ eCommerce

☁️ SaaS

Artificial Intelligence • eCommerce • SaaS

Siena AI is an advanced autonomous customer service platform designed for commerce, integrating human empathy with AI to enhance customer experience. By handling over 80% of daily customer interactions, Siena AI helps companies streamline support while maintaining a consistent, empathetic brand voice across multiple channels. Siena provides real-time, omnichannel management and leverages powerful AI models for cognitive reasoning and multilingual support, transforming customer service into a strategically automated, revenue-driving function. The platform supports various integrations, allowing seamless deployment across modern commerce tools and communication channels for improved customer satisfaction and engagement.

📋 Description

• 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 • 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 • 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 • 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 • 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

🎯 Requirements

• Startup background essential - fast-paced, ambiguous environments, comfortable wearing many hats • 3+ years in Customer Success Management, account management, or client-facing strategic roles with more technical and complex software solutions • E-commerce or CX industry experience strongly preferred - customers respond better to CSMs who speak their language • 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 • Enterprise experience required: managed complex orgs, sold to multiple stakeholders • Experience working closely with product and engineering teams • Comfort operating in fast-moving, evolving environments • Experience in AI/ML space, particularly conversational AI or automation platforms • 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 analyzing usage patterns, competitive landscapes, and translating data into actionable strategies • Comfort with API integrations, conversation flow design, and business intelligence tools • Comfort with rapidly evolving AI landscape by staying current on AI capabilities and applying them to customer success • You are a self-directed professional who asks for help when needed and brings solutions rather than just raising issues • You thrive in fast-paced startup environments with evolving priorities and ambiguous challenges • You are proactive and push when needed • You balance empathy with business impact and are willing to challenge the status quo when it blocks results • You are curious by nature. You actively learn new domains, products, or systems without being told

🏖️ Benefits

• Real ownership. You will own problems, not tasks, with the autonomy to solve them your way and the trust to do it without a manager in your inbox. • Work that ships and matters. What you build reaches real consumer brands fast. • A category we are creating. The Agent of Record is new ground, with unsolved problems and cutting-edge models, not a crowded field to compete in. • A team that respects your judgment. Globally distributed, async-first, low bureaucracy. We hire adults and treat you like one. • Great salary plus equity or stock grants. Own a piece of what you build. • Learning budget. If you are growing, so are we. • AI-fluency by default. Few places will push your work with production AI further or faster.