Role Overview

Own a portfolio of 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

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
Demonstrated success renewing and expanding enterprise customers in complex, high value accounts
Experience working closely with product and engineering teams
Comfort operating in fast-moving, evolving environments

Benefits

Meaningful impact. Your work directly shapes our product and company.
Globally distributed team working at the bleeding edge of CX and AI.
Great salary plus the opportunity for equity or stock grants.
Learning budget. If you're growing, so are we.
The thrill of building something new. Join us at a stage where your contributions matter most.
AI-fluency. Make AI your second nature.
Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.

Siena AI

Open Positions (1)

Customer Service

Customer Success Manager