Manager of Customer Success

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.

Role Overview

As our Manager of Customer Success, you'll lead the charge in ensuring our clients not only achieve but exceed their goals with Siena. This role requires a strategic leader with a proven track record in managing customer success teams and scaling customer success operations to drive significant value for our customers and the business.

Key Responsibilities

• Implement strategies that ensures our customers derive maximum value from our AI platform, focusing on adoption, satisfaction, and retention.

• Develop and execute programs that empower customers to fully leverage our AI technology in their operations.

• Hire and retain exceptional team members

• Lead, mentor, and scale a high-performing customer success team to deliver exceptional service and achieve key metrics.

• Foster strong relationships with customers, understanding their needs, and ensuring their success with our products.

• Act as a point of escalation for your team’s clients when needed to ensure that risks are mitigated while maximizing potential opportunities.

• Collaborate cross-functionally with sales, marketing, product, and engineering teams to align on customer objectives and drive product enhancements.

• Establish and monitor key customer success metrics, adjusting strategies as needed to improve customer satisfaction, retention, and activation.

• Drive customer advocacy by identifying opportunities for case studies, testimonials, and referrals.

• Create processes and playbooks to build the customer success function.

• Managing a few key customer accounts

Who You Are

• 5+ years of experience in customer success or account management, with at least 3 years in a leadership role within a technology or SaaS company. Bonus points if you worked at VC-backed startups.

• Problem-solver, with the ability to navigate complex challenges, streamline customer success operations, and implement strategic solutions that drive tangible results.

• Driven by data to drive customer success strategies.

• Experienced in designing and implementing complex customer success programs.

• Proven track record of leading customer success teams to drive business and customer success.

• Exceptional interpersonal and communication skills, with a knack for building trust and strong relationships customers and team members.

• Strategic thinker with the ability to glean insights from customer interactions and data, translating them into actionable growth strategies for both the customer success team and the product roadmap.

• Have proven experience working with highl