Manager of Customer Success

About Siena

Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.

If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.

Some of our values

• We put customers first: We work hard to understand our customers. We try to put ourselves in their position and do more than they expect.
• We're direct and honest: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully.
• We try new things: We're not afraid to do things differently if it means finding better solutions.
• We step up: When we see a chance to make a difference, we take it. We trust ourselves to decide and take responsibility for what happens.
• We keep improving: We're always looking for ways to do better and be better at what we do.
• We're quick on our feet: We adapt to changes and challenges. We see them as chances to learn and grow.
• We stay curious: We ask questions and explore new ideas. What we learn helps us keep growing.
• We own it: We're all owners here. We take charge, make the call, and own the outcome.
  
  

Role Overview

As our Manager of Customer Success, you'll lead the charge in ensuring our clients not only achieve but exceed their goals with Siena. This role requires a strategic leader with a proven track record in managing customer success teams and scaling customer success operations to drive significant value for our customers and the business.

Key Responsibilities

• Implement strategies that ensures our customers derive maximum value from our AI platform, focusing on adoption, satisfaction, and retention.
• Develop and execute programs that empower customers to fully leverage our AI technology in their operations.
• Hire and retain exceptional team members
• Lead, mentor, and scale a high-performing customer success team to deliver exceptional service and achieve key metrics.
• Foster strong relationships with customers, understanding their needs, and ensuring their success with our products.
• Act as a point of escalation for your team’s clients when needed to ensure that risks are mitigated while maximizing potential opportunities.
• Collaborate cross-functionally with sales, marketing, product, and engineering teams to align on customer objectives and drive product enhancements.
• Establish and monitor key customer success metrics, adjusting strategies as needed to improve customer satisfaction, retention, and activation.
• Drive customer advocacy by identifying opportunities for case studies, testimonials, and referrals.
• Create processes and playbooks to build the customer success function.
• Managing a few key customer accounts
  
  

Who You Are

• 5+ years of experience in customer success or account management, with at least 3 years in a leadership role within a technology or SaaS company. Bonus points if you worked at VC-backed startups.
• Problem-solver, with the ability to navigate complex challenges, streamline customer success operations, and implement strategic solutions that drive tangible results.
• Driven by data to drive customer success strategies.
• Experienced in designing and implementing complex customer success programs.
• Proven track record of leading customer success teams to drive business and customer success.
• Exceptional interpersonal and communication skills, with a knack for building trust and strong relationships customers and team members.
• Strategic thinker with the ability to glean insights from customer interactions and data, translating them into actionable growth strategies for both the customer success team and the product roadmap.
• Have proven experience working with highly complex technology products
  
  

Nice to Have

• Experience with Conversational AI, ecommerce, or customer service platforms.
• Experience in managing and expanding multi-stakeholder customer relationships in enterprise settings.
• Demonstrated ability in influencing product development and roadmap priorities based on customer feedback and data, ensuring product aligns with customer needs.
• A background in project management or consulting, with strong analytical and problem-solving skills.
  
  

You Shouldn’t Apply If

• You're uncomfortable in a fast-paced, evolving startup environment where flexibility and adaptability are key.
• You're not excited about establishing direct relationships and interactions customers.
• Handling multiple competing priorities simultaneously isn’t your strong suit.
  
  

Benefits

• Flexible work location: At Siena you have the flexibility to work from wherever you're most productive and inspired — be it your home office or a your favorite local workspace.
• Flexible hours: We believe in giving you the autonomy to design your workday in a way that fits your life and maximizes your productivity.
• Competitive compensation: We offer competitive salaries and equity packages because we believe in rewarding your contributions to our shared success.
• Generous PTO: With unlimited paid time off and a minimum of 15 days off per year, you'll have ample opportunity to recharge, travel, or pursue your passions outside of work.
• Learning & development budget: We provide an annual stipend for you to continue growing professionally and personally. We're committed to investing in your growth and development.
  
  

At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application.

Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.