Strategic Customer Success Manager at Siena AI

Poland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, Technology, Customer ServiceIndustries

Requirements

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
Strong technical aptitude with ability to configure complex automations

Responsibilities

Own the complete growth and optimization journey for existing customers, fresh from onboarding through expansion
Configure complex automations and provide best practice recommendations during live strategy sessions
Analyze usage patterns and trends to identify actionable insights that drive business impact
Leverage client data and industry benchmarks to challenge assumptions and demonstrate value
Document client outcomes and translate them into clear success plans with tracked priorities
Proactively identify obstacles, issues, and expansion opportunities while maintaining focus on company objectives
Master all product features, common use cases, and integration capabilities
Perform advanced troubleshooting and resolve complex technical challenges
Consistently demonstrate new features to clients and tailor product updates based on specific needs
Understand complex business processes and competitive landscape dynamics
Lead strategic discussions and training sessions with key stakeholders
Create customer-facing content, training materials, and improve existing documentation
Design and facilitate strategy sessions, workshops, and webinars showcasing advanced use cases
Engage actively in our private Slack community as a thought leader and trusted resource
Develop strong stakeholder relationships and manage escalations effectively
Consistently engage key decision-makers to drive strategic initiatives
Present insights and recommendations confidently to C-level executives
Maintain calmness during crises and adapt communication style to different audiences
Build foundational processes and playbooks that scale the Customer Success function
Participate in cross-functional projects and develop strong internal partnerships
Implement best practices and drive efficiency improvements across customer operations
Mentor team members and influence others' professional growth
Serve as primary conduit between customers and product team, capturing feedback and pain points
Investigate root causes, challenge assumptions, and explore new opportunities
Anticipate customer challenges and provide proactive solutions based on deep understanding

Skills

Customer Success

AI Agents

LLMs

Automation Configuration

Data Analysis

Usage Analytics

ROI Optimization

Strategic Planning

Product Mastery

Client Advisory

Siena AI

Autonomous AI customer service platform for e-commerce

About Siena AI

Siena AI offers an autonomous customer service platform tailored for the commerce sector, enabling businesses to implement AI-driven support with ease. The platform integrates with existing help desk systems, allowing merchants and brands in the e-commerce market to provide timely and accurate customer service. Siena's technology utilizes advanced models from OpenAI, delivering human-like responses and cognitive reasoning capabilities. The company operates on a subscription-based model, offering various service tiers that cater to different business needs, including features like smart routing and the Siena Copilot for human agents. A key differentiator for Siena is its commitment to data security; it does not train its models on client data, ensuring the protection of sensitive information. The goal of Siena AI is to enhance customer support efficiency and accuracy for e-commerce businesses while maintaining a strong focus on privacy.

San Francisco, CaliforniaHeadquarters

2023Year Founded

$4.6MTotal Funding

SEEDCompany Stage

Enterprise Software, Cybersecurity, AI & Machine LearningIndustries

11-50Employees