Strategic Customer Success Manager, Siena
AI-powered customer service platform
Be an early applicant
AI-powered customer service platform
21-100 employees
Be an early applicant
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
- 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
- Strong technical aptitude with ability to configure complex automations and troubleshoot AI workflows
- Demonstrated ability to drive customer growth, retention, and expansion through data-driven insights
- 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
- Experience analyzing usage patterns, competitive landscapes, and translating data into actionable strategies
- Comfort with API integrations, conversation flow design, and business intelligence tools
- Self-directed professional who asks for help when needed and brings solutions rather than just raising issues
- Thrives in fast-paced startup environments with evolving priorities and ambiguous challenges
- Strong self-awareness of personal strengths and weaknesses with commitment to continuous learning
- Background training, mentoring, or scaling customer success teams in high-growth environments
- Deep expertise in e-commerce operations, customer journey optimization, or omnichannel support
- Previous experience at high-growth SaaS companies serving enterprise or mid-market clients
- Track record of participating in cross-functional projects and driving team success initiatives
What the job involves
- We're seeking a Customer Success Manager who will serve as a trusted advisor to our clients, driving continuous growth in platform adoption and optimization
- You'll proactively identify expansion opportunities, guide customers through advanced use cases, and ensure they're maximizing ROI from Siena's AI-powered customer service solutions
- Own the complete growth and optimization journey for existing customers, fresh from onboarding through expansion
- Configure complex automations and provide best practice recommendations during live strategy sessions
- Analyze usage patterns and trends to identify actionable insights that drive business impact
- Leverage client data and industry benchmarks to challenge assumptions and demonstrate value
- Document client outcomes and translate them into clear success plans with tracked priorities
- Proactively identify obstacles, issues, and expansion opportunities while maintaining focus on company objectives
- Master all product features, common use cases, and integration capabilities
- Perform advanced troubleshooting and resolve complex technical challenges
- Consistently demonstrate new features to clients and tailor product updates based on specific needs
- Understand complex business processes and competitive landscape dynamics
- Lead strategic discussions and training sessions with key stakeholders
- Create customer-facing content, training materials, and improve existing documentation
- Design and facilitate strategy sessions, workshops, and webinars showcasing advanced use cases
- Engage actively in our private Slack community as a thought leader and trusted resource
- Develop strong stakeholder relationships and manage escalations effectively
- Consistently engage key decision-makers to drive strategic initiatives
- Present insights and recommendations confidently to C-level executives
- Maintain calmness during crises and adapt communication style to different audiences
- Build foundational processes and playbooks that scale the Customer Success function
- Participate in cross-functional projects and develop strong internal partnerships
- Implement best practices and drive efficiency improvements across customer operations
- Mentor team members and influence others' professional growth
- Serve as primary conduit between customers and product team, capturing feedback and pain points
- Investigate root causes, challenge assumptions, and explore new opportunities
- Anticipate customer challenges and provide proactive solutions based on deep understanding
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
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 HQ
SoMa, San Francisco, CA
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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