Customer Success Manager (Remote) London, England
Job description
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.
Clear & Candid: Communication isn't just a checkbox for us—it's our operating system. We strip away the fluff to say the things that really matters, sharing both our triumphs and trials openly.
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.
Straight Talk: We say what we mean, mean what we say, and have no hidden agendas or sugar-coating.
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.
About the role:
Join our team as the Customer Success Manager and bring your customer-focused approach and dedication to drive brands to success through recurring communication, experiments, and process building. You’ll be the owner of designing and executing implementation processes to ensure our clients are our partners in reshaping CX.
What you'll be doing:
Continuously achieve the brand's automation rate and objective success rate goals.
Ensure successful implementation of Siena's technology across dozens of brands.
Design & execute processes, playbooks, and articles to enable the success of our customers.
Provide excellent guidance through kick-off meetings, and recurring AI strategy meetings.
Educate our customers - run workshops, webinars, and presentations to showcase new features and strategies.
Act as the customer’s voice by capturing feedback, product requests, and revealing new pain points to address. Feed the feedback to the product team.
Record Loom videos and provide support via Slack Connect (occasionally during weekends)
Engage with customers via our private Slack community (occasionally during weekends)
Join the team if you:
Have 3+ years experience setting customers for success in CSM or account management roles.
Have a genuine love for building customer relationships and are confident about your hands-on approach in customer-facing interactions: you shine running onboardings, enablement sessions and providing expert guidance.
You are experienced managing customer success impactful projects with a knack for crushing business goals.
You have a background in knowledge management, with a primary focus on creating, organising, and maintaining robust and content-rich knowledge libraries.
Have proven experience working with highly complex technology products.
You are comfortable with rapid paced startup environments where many hats are to be worn.
Have stellar written and verbal communication skills.
Self-starter with a high level of initiative and a ‘can do’ attitude.
Impress us even further:
Showcase your problem-solving, negotiation, and decision-making skills.
You have helped set up fellow CSMs for success through trainings and knowledge sharing sessions.
You're highly familiar with the DTC space.
You know your way around legacy chatbot solutions but are embracing the conversational AI revolution.
Benefits
The flexibility to work from anywhere. Even if it's just from the comfort of your own bed (because let's face it, who doesn't love a good WFH situation?)
Flexible working hours. Because who said you can't design your day on your terms?
Competitive salary and stock options. We offer highly competitive salaries and equity, because we're building this together.
Unlimited PTO. With unlimited paid time off and a minimum of 15 days off per year, you'll have plenty of time to explore the world (or just your couch).
Growth stipend. An annual budget to continue learning and expanding your horizons. It's like getting a raise without having to ask for it. We invest in you, so you can continue to invest in yourself.
At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application.
Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
