Strategic Customer Success Manager

Meet Siena

Siena is the first intelligence layer for customer experience. We're creating an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions.

Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human.

We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better.

The team

We\'re a small, distributed team that punches way above our weight. Every person here has outsized impact because we\'ve built leverage into everything we do. This philosophy makes us faster and, frankly, more fun to work with.

If you\'re excited about building something that doesn\'t exist yet, keep reading. We\'re building agents that don\'t just respond to customers—they remember them, learn from every interaction, and connect experiences across channels.

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 :

Customer Education & Enablement :

Relationship Management & Communication :

Process Development & Cross-Functional Leadership :

Voice of Customer & Strategic Insight :

Experience & Background :

Technical & Analytical Competencies :

Mindset & Approach :

Highly Valued Qualifications

Why Siena?

Our values

The people who thrive here are curious, customer-obsessed, and take ownership without being asked. They fix problems first and explain later. They\'re direct about feedback—both giving and receiving it—because they care more about getting things right than being polite.

They maintain high standards while moving at startup speed, and they build real relationships with teammates because they know that\'s how great work gets done. When things get tough, they adapt and keep pushing forward.

Our approach to AI

The people who thrive here treat AI like a natural extension of themselves. They\'ve built their own ecosystem of agents - some for research, others for debugging, writing, analysis, or writing code. They know which AI works best for what problem.

Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools. But the magic happens in how we share knowledge. Demo days where someone shows off a clever workflows. Slack threads about which model handles a specific use case better. Learning from each other's AI workflows.

At Siena, we\u2019re not just looking for people who can do a job. We\u2019re looking for people who want to break boundaries, create the future, and reshape industries. If that\u2019s you, we look forward to your application.

Siena provides equal employment opportunities 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.

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