Strategic Customer Success Manager

July 2

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Siena AI

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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.

11 - 50 employees

🤖 Artificial Intelligence

🛍️ eCommerce

☁️ SaaS

📋 Description

• Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. • Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels. • We're seeking a Customer Success Manager who will serve as a trusted advisor to our clients, driving continuous growth in platform adoption and optimization. • You'll proactively identify expansion opportunities, guide customers through advanced use cases, and ensure they're maximizing ROI from Siena's AI-powered customer service solutions. • Own the complete growth and optimization journey for existing customers, fresh from onboarding through expansion. • Configure complex automations and provide best practice recommendations during live strategy sessions. • Analyze usage patterns and trends to identify actionable insights that drive business impact. • Leverage client data and industry benchmarks to challenge assumptions and demonstrate value. • Document client outcomes and translate them into clear success plans with tracked priorities. • Proactively identify obstacles, issues, and expansion opportunities while maintaining focus on company objectives. • Master all product features, common use cases, and integration capabilities. • Perform advanced troubleshooting and resolve complex technical challenges. • Consistently demonstrate new features to clients and tailor product updates based on specific needs. • Understand complex business processes and competitive landscape dynamics. • Lead strategic discussions and training sessions with key stakeholders. • Create customer-facing content, training materials, and improve existing documentation. • Design and facilitate strategy sessions, workshops, and webinars showcasing advanced use cases. • Engage actively in our private Slack community as a thought leader and trusted resource. • Develop strong stakeholder relationships and manage escalations effectively. • Consistently engage key decision-makers to drive strategic initiatives. • Present insights and recommendations confidently to C-level executives. • Maintain calmness during crises and adapt communication style to different audiences. • Build foundational processes and playbooks that scale the Customer Success function. • Participate in cross-functional projects and develop strong internal partnerships. • Implement best practices and drive efficiency improvements across customer operations. • Mentor team members and influence others' professional growth. • Serve as primary conduit between customers and product team, capturing feedback and pain points. • Investigate root causes, challenge assumptions, and explore new opportunities. • Anticipate customer challenges and provide proactive solutions based on deep understanding.

🎯 Requirements

• 3+ years in Customer Success Management, account management, or client-facing strategic roles with more technical and complex software solutions. • Proven track record with customer service technology platforms or e-commerce ecosystems. • Strong technical aptitude with ability to configure complex automations and troubleshoot AI workflows. • Demonstrated ability to drive customer growth, retention, and expansion through data-driven insights. • 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. • Experience analyzing usage patterns, competitive landscapes, and translating data into actionable strategies. • Comfort with API integrations, conversation flow design, and business intelligence tools. • Self-directed professional who asks for help when needed and brings solutions rather than just raising issues. • Thrives in fast-paced startup environments with evolving priorities and ambiguous challenges. • Strong self-awareness of personal strengths and weaknesses with commitment to continuous learning.

🏖️ Benefits

• Make a real impact. • A Voice that matters. • Working at Siena. • Competitive compensation. • Flexible time off. • A Learning budget. • The thrill of building something new. • Tackling meaningful challenges.