Strategic Customer Success Manager

**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.

**Our AI-First Philosophy**:
At Siena, AI isn't just a tool—it’s embedded in our DNA. We believe that leveraging AI-first workflows empowers individuals to work smarter, faster, and more creatively. Our team embraces AI-powered augmentation in everything we do, from research to execution, making us more efficient and innovative every day.

**About the Role**:
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.

**What You'll Do**

**Strategic Growth & Optimization**:

- 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

**Technical Excellence & Product Mastery**:

- 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

**Customer Education & Enablement**:

- 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

**Relationship Management & Communication**:

- 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

**Process Development & Cross-Functional Leadership**:

- 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

**Voice of Customer & Strategic Insight**:

- 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

**Experience & Background**:

- 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

**Technical & Analytical Competencies**:

- 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

**Mindset & Approach**:

- 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 learn