Customer Success Manager

Meet Siena

Siena is the Agent of Record for consumer brands. One agent that owns the entire customer journey, running on a shared intelligence layer no point tool can replicate.

Consumer brands run ten or more disconnected tools to manage their customers. We collapse that stack into a single agent. It started with support, the hardest surface a brand has, and it expands from there: Shopping Agent, Social Agent, Siena working alongside a brand’s own operators. One agent across every surface, with shared memory, shared context, and shared tools.

Hundreds of brands already run real customer volume on Siena in production. This is built, working, and growing, and we are racing to build what comes next.

The team

We are a small, fully distributed, global team. We have built leverage into how we work, which is what lets a team this size move at the speed we do.

We hire athletes. Everyone here owns real outcomes, defaults to writing over meetings, communicates with directness, and acts the moment they see something worth acting on. Low ego, high standards, fast clock.

If you want to own real problems rather than close tickets, keep reading.

The Role

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 own our Growth and Strategic segment accounts - not the full customer book. You will operate at the intersection of customer, product, sales, 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 resolution rates

• Support cost efficiency

• CX quality, including CSAT and NPS

• Retention and expansion - including owning renewal negotiations and independently identifying and closing expansion opportunities

What You’ll Do

Own Customer Outcomes End to End

• Own a portfolio of Growth and Strategic 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 understand our integration capabilities

• Explain technical concepts clearly to non-technical stakeholders

• Understand complex automations and provide best practice recommendations

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

Bring Commercial and Business Acumen

• 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

• Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact

• Navigate procurement, pricing conversations, and contract tradeoffs with confidence

Lead Cross-Functional Execution

• Turn vague customer problems into clear pro…