Siena AI

Customer Success Manager

Siena AI

full-time

Posted on:

Location Type: Remote

Location: New York • North Carolina • United States

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About the role

  • 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
  • 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
  • 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
  • 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
  • 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

Requirements

  • 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 fast-moving, evolving environments
Benefits
  • Meaningful impact. Your work directly shapes our product and company.
  • Globally distributed team working at the bleeding edge of CX and AI.
  • Great salary plus the opportunity for equity or stock grants.
  • Learning budget. If you're growing, so are we.
  • The thrill of building something new. Join us at a stage where your contributions matter most.
  • AI-fluency. Make AI your second nature.
  • Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementaccount managementclient-facing rolescustomer service technologye-commerce ecosystemsperformance diagnosticsdata analysistechnical concept explanationautomation best practicesROI quantification
Soft Skills
communicationleadershipmentoringproblem-solvingstakeholder engagementcross-functional collaborationinfluencetraining facilitationcustomer advocacystrategic thinking