Customer Success Manager

About us

At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across all channels from a single platform.

If you're excited about AI and the intersection of human-to-machine communications, and want to be part of a team who is driving innovation and making a real impact, then come join us in pushing the boundaries of AI and CX.

Some of our values

• Customer First: It's not just about solving issues or closing deals. We're in the business of understanding our customers so well that we can anticipate their needs and blow their minds.
• Straight Talk: Communication isn't just a checkbox for us—it's our operating system. We say what we mean, mean what we say, and have no hidden agendas or sugar-coating..
• Question & Disrupt: We do things that have never been done before—not for the sake of being different but for being radically better.
• Act with Agency: We don't wait for permission or perfect conditions. We evaluate the situation, make our best call, and go for it.
• Raise the Bar: We're not just meeting standards, we're aiming for setting them.
• Fast & Fearless: We move quickly but thoughtfully, and view mistakes and failures as stepping stones, not setbacks.
• Driven by Curiosity, Fueled by Growth: We ask the questions no one else is asking, dive deep, and come out the other side better for it.
• Synergy Over Solo: We value collaboration over individual achievement. When we work together, we're unstoppable. We're not just co-workers; we're co-creators.

About the role:

As a 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.

What you'll be doing:

• 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.

Join the team if you:

• 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.

Impress us even further:

• Showcase your problem-solving, negotiation, and decision-making skills.
• You have helped set up fellow CSMs for success through trainings and knowledge sharing sessions.
• You're highly familiar with the Ecommerce space.
• You know your way around legacy chatbot solutions but are embracing the conversational AI revolution.

Benefits

🏠 The flexibility to work from anywhere. Even if it's just from the comfort of your own bed (because let's face it, who doesn't love a good WFH situation?)

🌞 Flexible working hours. Because who said you can't design your day on your terms?

💸 Competitive salary and stock options. We offer highly competitive salaries and equity, because we're building this together.

🌴 Unlimited PTO. With unlimited paid time off and a minimum of 15 days off per year, you'll have plenty of time to explore the world (or just your couch).

📖 Growth stipend. An annual budget to continue learning and expanding your horizons. It's like getting a raise without having to ask for it. We invest in you, so you can continue to invest in yourself.

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.