Back
Customer Success Manager
Full-time
Siena is the Agent of Record for consumer brands: one AI agent that owns the entire customer journey. This is not a relationship-only CSM role. You own a portfolio of Growth and Strategic accounts and hold them to specific, measurable outcomes, operating at the intersection of customer, product, sales, and engineering.
What Success Looks Like
Automation and resolution rates, and support cost efficiency.
CX quality, including CSAT and NPS.
Retention and expansion, including owning renewal negotiations and closing expansion opportunities.
What You'll Do
Own a portfolio of accounts, translating customer goals into success plans tied to operational and CX metrics.
Diagnose performance issues and lead improvement plans, tracking impact with data.
Master all product features and complex automations, providing best-practice recommendations.
Lead cross-functional execution and customer education, including training sessions and workshops.
Who You Are
Startup background and 3+ years in Customer Success, account management, or client-facing strategic roles with technical software.
Experience in the AI/ML space, particularly conversational AI or automation platforms.
Hands-on prompt engineering experience: has built an agent, automated a workflow, or created a tool.
Comfort with API integrations, conversation flow design, and business intelligence tools.
