Customer Account Manager

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're not big on corporate-speak, but here's what matters to us:

• Curiosity and creativity: You always seek new knowledge, ask questions, and explore different perspectives to deepen your understanding.
• Customer empathy: You are driven by our customers’ success. You see needs they can’t articulate.
• Resilience: You bounce back from setbacks, adapt to change, and thrive in the face of challenges.
• Ownership and autonomy: When things break, you fix first, explain later.
• Relationships: You create bonds with your colleagues - building trust and sharing success.
• Craft and speed: You balance vision with pragmatism. Your standards pull everyone higher.
• Open and direct: You share and receive feedback. You are open about what’s working and what not.

About the role:
We're looking for an experienced Account Manager to join our growing team and help drive customer success and retention. In this role, you'll manage a portfolio of accounts, focusing on renewals and customer satisfaction for our AI-powered solutions. You'll be instrumental in helping our customers achieve their automation goals while ensuring strong retention rates across our customer base.

What you'll be doing:

• Identify customer needs, demonstrating account management skills to guide renewal closure.
• Serve as the dedicated point of contact for a specific book of customers.
• Prepare and deliver renewal proposals and options to the customer, while informing them of their contract's upcoming expiration.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with the rest of the Customer Success and other functions.
• Keep management informed with consistent and precise updates on renewal status, and promptly escalate issues when necessary.
• Maintain proactive communication with clients to strengthen relationships and identify growth opportunities.
• Provide ongoing strategic guidance to help customers maximize their use of our platform.
• Collaborate with Sales on strategic upsell opportunities.
• Create and implement customer success processes and playbooks.
• Lead strategy sessions, workshops, and webinars to showcase new features and strategies.
• Gather and communicate customer feedback to inform product development.

Join the team if you:

• Have 3+ years of demonstrated success in Renewal Account Management or Customer Success, with direct responsibility for a renewals quota.
• Bring experience in leading customer retention and adoption of SaaS products.
• Have worked within customer service technology and/or ecommerce for 3+ years.
• Possess genuine enthusiasm for building customer relationships.
• Have experience working with complex technology products.
• Are comfortable in fast-paced startup environments.
• Have excellent written and verbal communication skills.
• Are a self-starter with strong initiative.

Impress us even further:

• Experience with AI/ML products or services.
• Have proven experience working with highly complex technology products.
• Track record of exceeding renewal and retention targets.
• Experience in building customer success processes from the ground up.
• Knowledge of customer success metrics and KPIs.
• Proven ability to manage and grow multiple accounts simultaneously.

Why Join Us

We're a startup. We can't offer you fancy offices or extra perks. But here's what we can offer:

• Real impact. Your work will directly shape our product and company.
• A seat at the table. In a small team, every voice matters. Yours will be heard.
• Freedom to work your way. Home, coffee shop, moon base - if you're productive, we're happy.
• Top pay. Competitive salary and an opportunity for equity or stock grants.
• Time off when you need it. Take at least 15 days. More if you need it.
• Budget to keep learning. Because if you're not growing, we're not growing.
• The chance to build something from the ground up. This is the time when what you do has the biggest impact.
• Problems worth solving. We're reshaping how work gets done.

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 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.