Customer Success Manager

San Francisco, CA, United States

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.

Some of our values We put customers first : We work hard to understand our customers. We try to put ourselves in their position and do more than they expect.

We're direct and honest : We believe in straightforward, truthful communication. We say what we think, clearly and respectfully.

We try new things : We're not afraid to do things differently if it means finding better solutions.

We step up : When we see a chance to make a difference, we take it. We trust ourselves to decide and take responsibility for what happens.

We keep improving : We're always looking for ways to do better and be better at what we do.

We're quick on our feet : We adapt to changes and challenges. We see them as chances to learn and grow.

We stay curious : We ask questions and explore new ideas. What we learn helps us keep growing.

We own it : We're all owners here. We take charge, make the call, and own the outcome.

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 Flexible work location : At Siena you have the flexibility to work from wherever you're most productive and inspired — be it your home office or a your favorite local workspace.

Flexible hours : We believe in giving you the autonomy to design your workday in a way that fits your life and maximizes your productivity.

Competitive compensation : We offer competitive salaries and equity packages because we believe in rewarding your contributions to our shared success.

Generous PTO : With unlimited paid time off and a minimum of 15 days off per year, you'll have ample opportunity to recharge, travel, or pursue your passions outside of work.

Learning & development budget : We provide an annual stipend for you to continue growing professionally and personally. We're committed to investing in your growth and development.

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.

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