Customer Success Manager

📋 Description

• • Siena AI is at the forefront of revolutionizing customer experience by developing an intelligence layer powered by AI agents. We are building an operating system that enables these agents to learn, remember, and act across all customer touchpoints, from support interactions and shopping experiences to voice and social media communications. Our mission extends beyond simple automation; we are creating agents that can power shopping, build persistent customer memory, generate profound business insights, and foster empathetic, human-like interactions. Siena is fundamentally transforming how businesses comprehend and engage with their customers, ensuring every interaction contributes intelligence to enhance subsequent engagements.
• • As a Customer Success Manager (CSM) at Siena, you will own a portfolio of key accounts, holding them accountable for achieving specific, measurable outcomes. This role is distinct from traditional relationship-focused CSM positions. You will be directly responsible for the performance of Siena within your accounts and the tangible value customers derive from our platform. This position operates at the critical intersection of customer needs, product capabilities, sales strategies, and engineering development. Your responsibilities will include conducting thorough audits, developing and implementing improvement plans, and driving cross-functional execution to achieve significant metric improvements, moving beyond superficial Quarterly Business Reviews (QBRs).
• • Success in this role is defined by your accountability for key performance indicators such as automation and conversion rates, the cost efficiency of customer support operations, overall Customer Experience (CX) quality (including CSAT and NPS scores), and customer retention and expansion.
• • Your primary responsibility will be to Own Customer Outcomes End to End. This involves managing a portfolio of accounts from the post-onboarding phase through to long-term success. You will be adept at translating high-level customer goals into detailed success plans that are directly tied to operational and CX metrics. A crucial part of this will be diagnosing performance issues within customer accounts and leading the implementation of improvement plans, ensuring clear ownership and realistic timelines. You will be expected to hold both customers and internal teams accountable when progress falters, and to meticulously track and communicate the impact of Siena's solutions using data-driven evidence rather than anecdotal observations.
• • Technical Excellence & Product Mastery will be essential. You must develop a deep understanding of all product features, common use cases, and our integration capabilities. You will need to articulate complex technical concepts clearly to non-technical stakeholders and comprehend intricate automations, offering best-practice recommendations. Demonstrating new features to clients and tailoring product updates to meet specific client needs will be a regular part of your role.
• • Bringing Commercial and Business Acumen is vital. You will need to understand the financial implications of CX decisions, including costs, headcount, and revenue. Engaging confidently with senior stakeholders, such as CX leaders and executives, will be expected. You will identify opportunities for account expansion that are directly rooted in demonstrated value and will be skilled at quantifying and communicating customer ROI through metrics related to cost savings, efficiency gains, or revenue impact. Navigating procurement processes, pricing discussions, and contract tradeoffs with confidence will also be a key aspect of your responsibilities.
• • Leading Cross-Functional Execution is paramount. You will transform vague customer problems into well-defined problem statements and actionable execution plans, often requiring collaboration with sales, services, or product teams to achieve client outcomes. You will be responsible for channeling structured, well-scoped customer feedback back to the product and engineering teams. Active participation in cross-functional projects and the development of strong internal partnerships are expected. Furthermore, you will contribute to the growth of your team members through mentorship and by influencing their professional development.
• • Customer Education & Enablement will be a significant component of your role. This includes leading training sessions for key stakeholders, creating customer-facing content and training materials, and enhancing existing documentation. You will design and facilitate strategy sessions, workshops, updates, and webinars that showcase advanced use cases. Engaging actively within our private Slack community as a thought leader and trusted resource will also be encouraged.