[Hiring] Strategic Account Manager @Siena AI

Role Description

You own the commercial relationship for Siena's highest-value brands: renewals, expansion, executive trust, and knowing your accounts better than anyone. A deployment strategist owns product outcomes for the same accounts — together you're the Siena pod.

• Hold your accounts to specific, measurable commercial outcomes: net dollar retention, expansion, and the strength of the executive relationship.
• Own our Growth and Strategic segment accounts - not the full customer book.
• Work at the intersection of customer, sales, and your deployment strategist.
• Lead commercial reviews, executive account mapping, and account planning.
• Run in-person workshops, account visits, and QBRs with your accounts.
• Expect moderate travel.

What Success Looks Like

• Net dollar retention (NDR) of your book.
• Expansion quota attainment.
• Executive relationship health across your accounts.

What You'll Do

• Own the Commercial Relationship End to End.
• Own a portfolio of Growth and Strategic accounts from post-onboarding through long-term growth.
• Build a concrete account plan with each customer: the commercial, operational, and CX metrics you're moving, and the timeline for moving them.
• Monitor account health, and when performance slips, bring in the deployment strategist — you own the customer communication and accountability while they execute the fix.
• Hold customers and internal teams accountable when progress stalls.
• Track and communicate impact clearly using data, not anecdotes.
• Map the Account and Build Executive Trust.
• Maintain a living stakeholder map for every account: who champions Siena, who's skeptical, who signs, and what changes when their org changes.
• Build durable relationships with executive decision-makers, not only day-to-day contacts.
• Drive Commercial Outcomes.
• Own renewal negotiations and independently identify and close expansion opportunities.
• Understand the cost, headcount, and revenue implications of CX decisions.
• Engage confidently with senior stakeholders, including CX leaders and executives.
• Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact.
• Bring Product Depth to the Relationship.
• Develop a strong understanding of Siena's product: how the core agents work together, the customer problems they solve, and how to position them in customer conversations.
• Lead Cross-Functional Execution.
• Turn vague customer problems into clear problem statements and execution plans.
• Participate in cross-functional projects and build strong internal partnerships.

Qualifications

• Startup background essential - fast-paced, ambiguous environments, comfortable wearing many hats.
• 3+ years in account management, CSM, or a client-facing commercial role with technical, complex software solutions.
• E-commerce or CX industry experience strongly preferred.
• Demonstrated success independently renewing and expanding enterprise customers in complex, high-value accounts.
• Enterprise experience: managed complex orgs, sold to multiple stakeholders.
• Experience working closely with product and engineering teams.
• Experience analyzing usage patterns and competitive landscapes, and translating data into actionable account strategies.
• Comfort operating in fast-moving, evolving environments.

Mindset & Approach

• Self-directed: asks for help when needed and brings solutions rather than just raising issues.
• Thrives in fast-paced startup environments with evolving priorities and ambiguous challenges.
• Proactive, and pushes when needed.
• Balances empathy with commercial impact.
• Curious by nature - actively learns new domains, products, or systems without being told.

Everyone at Siena Is Technical

• Hands-on prompt engineering experience - able to optimize AI responses, train conversation flows, and refine model outputs.
• Comfort with a rapidly evolving AI landscape - stays current on AI capabilities and applies them to your work.

Bonus Points

• Experience with a native AI technology company.
• Comfort with API integrations, conversation flow design, and business intelligence tools.

Why Siena?

• Real ownership.
• Work that ships and matters.
• A category we are creating.
• A team that respects your judgment.
• Great salary plus equity or stock grants.
• Learning budget.
• AI-fluency by default.

Our Values

• Curious, customer-obsessed, and take ownership without being asked.
• Fix problems first and explain later.
• Direct about feedback—both giving and receiving it.
• Maintain high standards while moving at startup speed.
• Build real relationships with teammates.
• Adapt and keep pushing forward when things get tough.

Our Approach to AI

• Treat AI like a natural extension of themselves.
• Built their own ecosystem of agents for various tasks.
• Everyone gets premium accounts plus a quarterly budget for new tools.
• Knowledge sharing through demo days and discussions.

If you’re looking to break boundaries, create the future, and reshape industries, we look forward to your application.