Customer Success Manager, Siena

• Have 3+ years experience setting customers for success in CSM or account management roles
• Have 3+ years experience within customer service technology and/or ecommerce background
• Have a genuine love for building customer relationships and are confident about your hands-on approach in customer-facing interactions: you shine running onboardings, enablement sessions and providing expert guidance
• You are experienced managing customer success impactful projects with a knack for crushing business goals
• You have a background in knowledge management, with a primary focus on creating, organising, and maintaining robust and content-rich knowledge libraries
• Have proven experience working with highly complex technology products
• You are comfortable with rapid paced startup environments where many hats are to be worn
• Have stellar written and verbal communication skills
• Self-starter with a high level of initiative and a ‘can do’ attitude

Desirable

• As one of the first Customer Success Managers at Siena you'll bring your customer-focused approach to drive success through strong account management, communication, experiments, and process building
• You’ll be the owner of designing and executing implementation processes to ensure our customers are successful
• Own the onboarding and implementation process for new customers
• Continuously improve the onboarding process to shorten the time to value
• Provide ongoing strategy and guidance to our customers
• Continuously help brands surpass their AI automation goals by uncovering new opportunities for automation and selective customer engagement
• Create processes and playbooks to build the Customer Success function
• Educate our customers - run strategy sessions, workshops, and webinars to showcase new features and strategies
• Actively contribute to internal and external Knowledge Bases
• Be the customer’s voice by capturing feedback, product requests, and revealing new pain points to address. Feed the feedback to the product team
• Engage with customers via our private Slack community