Customer Success Manager

Meet Siena

Siena is the first intelligence layer for customer experience. We're creating an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions.

Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human.

We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better.

We're a small, distributed team that punches way above our weight. Every person here has outsized impact because we've built leverage into everything we do. This philosophy makes us faster and, frankly, more fun to work with.

If you're excited about building something that doesn't exist yet, keep reading. We're building agents that don't just respond to customers—they remember them, learn from every interaction, and connect experiences across channels.

This is not a relationship-only CSM role. As a CSM at Siena, you own a portfolio of customers and hold them to specific, measurable outcomes. You are accountable for how well Siena performs and how much value customers actually realize.

You will operate at the intersection of customer, product, sales, and engineering. You’ll lead audits, improvement plans, and cross-functional execution to move real metrics, not just run QBRs.

You are accountable for:

• Automation and conversion rates

• Support cost efficiency

• CX quality, including CSAT and NPS

• Retention and expansion

Own Customer Outcomes End to End

• 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

Technical Excellence & Product Mastery

• 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

Bring Commercial and Business Acumen

• 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

Lead Cross-Functional Execution

• 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

Customer Education & Enablement

• 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

Experience & Background:

• 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…