Customer Success Manager

This is not a relationship-only CSM role. As a CSM at Siena, you own a portfolio of customers and hold them to specific, measurable outcomes. You are accountable for how well Siena performs and how much value customers actually realize.

You will operate at the intersection of customer, product, and engineering. You’ll lead audits, improvement plans, and cross-functional execution to move real metrics, not just run QBRs.

What Success Looks Like

You are accountable for:

• Automation and conversion rates

• Support cost efficiency

• CX quality, including CSAT and NPS

• Retention and expansion

What You’ll Do

Own Customer Outcomes End to End

• Own a portfolio of accounts from post-onboarding through long-term success

• Translate customer goals into concrete success plans tied to operational and CX metrics

• Diagnose performance issues and lead improvement plans with clear owners and timelines

• Hold customers and internal teams accountable when progress stalls

• Track and communicate impact clearly using data, not anecdotes

Technical Excellence & Product Mastery

• Master all product features, common use cases, and integration capabilities

• Explain technical concepts clearly to non-technical stakeholders

• Configure complex automations and provide best practice recommendations

• Troubleshoot complex issues at a systems level, even if you’re not writing code yourself

• Consistently demonstrate new features to clients and tailor product updates based on specific needs

Bring Commercial and Business Accumen

• Understand the cost, headcount, and revenue implications of CX decisions

• Engage confidently with senior stakeholders including CX leaders and executives

• Identify expansion opportunities rooted in demonstrated value

Lead Cross-Functional Execution

• Turn vague customer problems into clear problem statements and execution plans. May include partnering with other teams including sales, services or product to achieve client outcomes

• Bring structured, well-scoped customer feedback back to the product and engineering teams

• Participate in cross-functional projects and develop strong internal partnerships

• Mentor team members and influence others' professional growth

Customer Education & Enablement

• Lead training sessions with key stakeholders

• Create customer-facing content, training materials, and improve existing documentation

• Design and facilitate strategy sessions, workshops, updates, and webinars showcasing advanced use cases

• Engage actively in our private Slack community as a thought leader and trusted resource

Who you are

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

• Experience working closely with product and engineering teams

• Comfort operating in fast-moving, evolving environments

• 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

• Comfort with rapidly evolving AI landscape by staying current on AI capabilities and applying them to customer success.

Mindset & Approach:

• You are a self-directed professional who asks for help when needed and brings solutions rather than just raising issues

• You thrive in fast-paced startup environments with evolving priorities and ambiguous challenges

• You are proactive and push when needed.

• You balance empathy with business impact and are willing to challenge the status quo when it blocks results.

• You are curious by nature. You actively learn new domains, products, or systems without being told.

Bonus Points

• Experience with a native AI technology company

• E-commerce experience