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Siena AI is an AI-powered customer service automation platform for commerce brands. The company has built a unified agent that consolidates fragmented customer service tools into a single intelligent system, handling support, shopping, social, and more with shared memory and context. Hundreds of brands already run production volume on Siena.
You will own the commercial relationship for Siena's highest-value accounts, partnering closely with a deployment strategist to drive customer outcomes. Your portfolio will focus on Growth and Strategic segment accounts, where you manage the full customer lifecycle from post-onboarding through expansion and renewal.
Key responsibilities include: building concrete account plans tied to specific commercial, operational, and CX metrics; maintaining executive stakeholder maps and building durable relationships with C-level decision-makers; owning renewal negotiations and independently identifying expansion opportunities; quantifying and communicating customer ROI tied to cost savings or revenue impact; and developing deep product knowledge to position Siena's capabilities strategically.
You will be accountable for net dollar retention (NDR) of your book, expansion quota attainment, and executive relationship health. You'll lead commercial reviews, executive account mapping, QBRs, and in-person workshops with customers (expect moderate travel). Success requires translating vague customer problems into clear execution plans, partnering cross-functionally with product and engineering, and analyzing usage patterns to drive account strategy.
The ideal candidate has 3+ years in account management, CSM, or client-facing commercial roles with technical, complex software. E-commerce or CX industry experience is strongly preferred. You must have demonstrated success independently renewing and expanding enterprise customers, with a minimum bar of negotiating at least one $100k+ deal. You thrive in fast-paced startup environments, are self-directed, and balance empathy with commercial rigor.
Critically, Siena requires hands-on prompt engineering experience: you must be able to optimize AI responses, train conversation flows, and refine model outputs. This goes beyond using ChatGPT for emails—you should have built an agent, automated a workflow, or created a tool. You stay current with the rapidly evolving AI landscape and bring technical depth to customer conversations.
About Siena AI
Commerce / Retail Tech; AI / Data / Infrastructure — AI customer service automation for commerce brands.
