Account Manager, Siena
+ Opportunity for equity or stock grants
More information about location
AI-powered customer service platform
Be an early applicant
AI-powered customer service platform
21-100 employees
Be an early applicant
+ Opportunity for equity or stock grants
More information about location
21-100 employees
Company mission
To make exceptional customer experiences universally available and to tap into the boundless potential of human connection.
Role
Who you are
- Have 3+ years of demonstrated success in Renewal Account Management or Customer Success, with direct responsibility for a renewals quota
- Bring experience in leading customer retention and adoption of SaaS products
- Have worked within customer service technology and/or ecommerce for 3+ years
- Possess genuine enthusiasm for building customer relationships
- Have experience working with complex technology products
- Are comfortable in fast-paced startup environments
- Have excellent written and verbal communication skills
- Are a self-starter with strong initiative
- Have proven experience working with highly complex technology products
- Knowledge of customer success metrics and KPIs
Desirable
- Experience with AI/ML products or services
- Track record of exceeding renewal and retention targets
- Experience in building customer success processes from the ground up
- Proven ability to manage and grow multiple accounts simultaneously
What the job involves
- We're looking for an experienced Account Manager to join our growing team and help drive customer success and retention
- In this role, you'll manage a portfolio of accounts, focusing on renewals and customer satisfaction for our AI-powered solutions
- You'll be instrumental in helping our customers achieve their automation goals while ensuring strong retention rates across our customer base
- Identify customer needs, demonstrating account management skills to guide renewal closure
- Serve as the dedicated point of contact for a specific book of customers
- Prepare and deliver renewal proposals and options to the customer, while informing them of their contract's upcoming expiration
- Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with the rest of the Customer Success and other functions
- Keep management informed with consistent and precise updates on renewal status, and promptly escalate issues when necessary
- Maintain proactive communication with clients to strengthen relationships and identify growth opportunities
- Provide ongoing strategic guidance to help customers maximize their use of our platform
- Collaborate with Sales on strategic upsell opportunities
- Create and implement customer success processes and playbooks
- Lead strategy sessions, workshops, and webinars to showcase new features and strategies
- Gather and communicate customer feedback to inform product development
Salary benchmarks
Our take
Customer service plays a pivotal role in the success or failure of commerce businesses, with a good customer service experience proven to build trust and power repeat purchases. With this in mind, Siena supplies a platform for companies to automate their customer service responses with AI capable of responding in the brand's voice and acting with "almost human" empathy.
Siena's platform can be employed for a number of customer service interactions, such as answering queries or arranging refunds and returns. The idea is to reduce the workload of customer services teams, with the platform handling over 80% of day-to-day interactions so that human team members are free to focus on more important or unique cases.
The idea is certainly an interesting one, and with its potential to save commerce companies thousands on customer support it is no surprise it boasts a number of clients already. 2023 funding will go towards hiring, go-to-market plans, and further development - with the ultimate goal for Siena to become a fully autonomous agent.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Nov 2023
$4.7m
SEED
Total funding: $4.7m
Company benefits
- 🏠 The flexibility to work from anywhere
- 🌞 Flexible working hours
- 💸 Stock options
- 🌴 Unlimited PTO (minimum of 15 days off per year)
- 📖 Growth stipend
Company values
- Customer First: It's not just about solving issues or closing deals. We're in the business of understanding our customers so well that we can anticipate their needs and blow their minds
- Straight Talk: Communication isn't just a checkbox for us—it's our operating system. We say what we mean, mean what we say, and have no hidden agendas or sugar-coating.
- Question & Disrupt: We do things that have never been done before—not for the sake of being different but for being radically better
- Act with Agency: We don't wait for permission or perfect conditions. We evaluate the situation, make our best call, and go for it
- Raise the Bar: We're not just meeting standards, we're aiming for setting them
- Fast & Fearless: We move quickly but thoughtfully, and view mistakes and failures as stepping stones, not setbacks
- Driven by Curiosity, Fueled by Growth: We ask the questions no one else is asking, dive deep, and come out the other side better for it
- Synergy Over Solo: We value collaboration over individual achievement. When we work together, we're unstoppable. We're not just co-workers; we're co-creators
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Andrei Negrau
(CEO)Also co-founded Cartloop and Relevon, and founded Elite Brands.
Lisa Popovici
(CMO)Also co-founded Cartloop and Relevon, acting as COO at both as well as Head of Growth and then CMO at Cartloop.
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