At a Glance
- Tasks: Own commercial relationships and drive growth for high-value brands.
- Company: Join a fast-paced, innovative startup redefining customer engagement.
- Benefits: Competitive salary, equity options, learning budget, and remote work flexibility.
- Other info: Collaborative team culture that values curiosity and ownership.
- Why this job: Make a real impact with cutting-edge AI solutions in a dynamic environment.
- Qualifications: 3+ years in account management with a tech-savvy mindset.
The predicted salary is between 63000 - 77000 £ per year.
Meet Siena. Siena is the Agent of Record for consumer brands, owning the entire customer journey on a shared intelligence layer that no point tool can replicate. Consumer brands typically run ten or more disconnected tools to manage their customers, but 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. Hundreds of brands already run real customer volume on Siena in production. This is built, working, and growing.
The team is a small, fully distributed, global group that has built leverage into how we work, allowing us to move at speed. We hire athletes who own real outcomes, default to writing over meetings, communicate directly, and act promptly when they see something worth addressing. Low ego, high standards, fast clock.
The Role involves owning the commercial relationship for Siena's highest-value brands, including renewals, expansion, executive trust, and knowing your accounts better than anyone. You will hold your accounts to specific, measurable commercial outcomes: net dollar retention, expansion, and the strength of the executive relationship. You will lead commercial reviews, executive account mapping, and account planning, and run in-person workshops, account visits, and QBRs with your accounts. Expect moderate travel.
What Success Looks Like
- You are accountable for 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, including commercial, operational, and CX metrics, and the timeline for moving them.
- Monitor account health and bring in the deployment strategist when performance slips.
- Hold customers and internal teams accountable when progress stalls.
- Track and communicate impact clearly using data.
- Maintain a living stakeholder map for every account.
- Build durable relationships with executive decision-makers.
- Drive renewal negotiations and identify and close expansion opportunities.
- Engage confidently with senior stakeholders.
- Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact.
- Develop a strong understanding of Siena's product.
- Turn vague customer problems into clear problem statements and execution plans.
Who You Are
- Startup background essential - comfortable in fast-paced, ambiguous environments.
- 3+ years in account management, CSM, or a client-facing commercial role with technical software solutions.
- E-commerce or CX industry experience preferred.
- Demonstrated success in renewing and expanding enterprise customers.
- Experience working closely with product and engineering teams.
- Comfort operating in fast-moving, evolving environments.
Mindset & Approach
- Self-directed and solution-oriented.
- Thrives in fast-paced startup environments.
- Proactive and willing to challenge the status quo.
- Curious by nature.
Everyone at Siena Is Technical
This bar applies to every role at Siena, including this one. Hands-on prompt engineering experience is required. Comfort with a rapidly evolving AI landscape is essential.
Why Siena?
- Real ownership and autonomy to solve problems.
- 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 for personal growth.
- AI-fluency by default.
Our values
The people who thrive here are curious, customer-obsessed, and take ownership without being asked. They fix problems first and explain later, maintaining high standards while moving at startup speed.
Our approach to AI
We treat AI like a natural extension of ourselves, sharing knowledge and learning from each other's workflows.
If you want to break boundaries, create the future, and reshape industries, we look forward to your application.
Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce.
Strategic Account Manager - London employer: Siena Labs Inc.
Siena Labs Inc. is an exceptional employer that champions a fully remote work culture, allowing for flexibility and work-life balance. With a strong focus on employee growth, you will have the opportunity to mentor senior engineers and contribute to innovative projects in a fast-paced environment, all while being part of a collaborative team that values your input and expertise.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Account Manager - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Siena Labs Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Siena Labs Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Account Manager - London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Siena Labs Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Siena Labs Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Siena Labs Inc.!
How to prepare for a job interview at Siena Labs Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
