Customer Success Manager

Siena AI.

Job Overview

Location

Remote - Europe

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Siena, you will own a portfolio of Growth and Strategic segment accounts, holding them to specific, measurable outcomes.
• You are accountable for automation and resolution rates, support cost efficiency, CX quality, retention and expansion, including owning renewal negotiations and independently identifying and closing expansion opportunities.
• You will operate at the intersection of customer, product, sales, and engineering, leading audits, improvement plans, and cross-functional execution to move real metrics.
• You will own customer outcomes end to end, translating customer goals into concrete success plans tied to operational and CX metrics, diagnosing performance issues, and leading improvement plans.
• You will demonstrate technical excellence and product mastery, mastering all product features, common use cases, and understanding integration capabilities.
• You will bring commercial and business acumen, understanding the cost, headcount, and revenue implications of CX decisions, engaging confidently with senior stakeholders, and identifying expansion opportunities rooted in demonstrated value.
• You will lead cross-functional execution, turning vague customer problems into clear problem statements and execution plans, partnering with other teams to achieve client outcomes, and bringing structured customer feedback back to product and engineering teams.
• You will participate in cross-functional projects, develop strong internal partnerships, and mentor team members.
• You will lead customer education and enablement, creating customer-facing content, training materials, and improving existing documentation, designing and facilitating strategy sessions, workshops, updates, and webinars showcasing advanced use cases.
• You will 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.
• Startup background essential - fast-paced, ambiguous environments, comfortable wearing many hats.
• E-commerce or CX industry experience strongly preferred.
• Demonstrated success independently renewing and expanding enterprise customers in complex, high-value accounts.
• 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.

🏖️ Benefits

• Real ownership and autonomy to solve problems your way.
• Work that ships and matters, reaching real consumer brands fast.
• A category we are creating, with unsolved problems and cutting-edge models.
• A team that respects your judgment, globally distributed, async-first, low bureaucracy.
• Great salary plus equity or stock grants.
• Learning budget.
• AI-fluency by default, with premium accounts and a quarterly budget for new tools.

Skills & Technologies

Remote

Degree Required

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About Siena AI.

Siena AI is a customer experience (CX) platform designed for e-commerce brands. It combines human empathy with AI-driven automation to enhance customer support across various channels, including chat, email, SMS, and social media. The platform allows businesses to create personalized AI agents that reflect their brand's voice and tone, enabling seamless and empathetic interactions with customers. Siena AI integrates with existing e-commerce systems, providing real-time access to order information, product details, and customer data to resolve inquiries efficiently. It also offers features like reviews management, shopping assistance, and memory capabilities to personalize customer interactions. Siena AI aims to help brands scale their customer support operations while maintaining a high level of customer satisfaction.

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