Strategic Account Manager

• 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
• You hold your accounts to specific, measurable commercial outcomes: net dollar retention, expansion, and the strength of the executive relationship. You own our Growth and Strategic segment accounts - not the full customer book - and work at the intersection of customer, sales, and your deployment strategist. You’ll lead commercial reviews, executive account mapping, and account planning, and run in-person workshops, account visits, and QBRs with your accounts
• You are accountable for:
• Net dollar retention (NDR) of your book
• Expansion quota attainment
• Executive relationship health across your accounts
• 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
• Maintain a living stakeholder map for every account: who champions Siena, who’s skeptical, who signs, and what changes when their org changes. Act on org changes before they become renewal risk
• Build durable relationships with executive decision-makers, not only day-to-day contacts. Own the executive cadence for your book so leadership sees Siena’s value before the renewal conversation starts
• Own renewal negotiations and independently identify and close expansion opportunities, including navigating procurement, pricing, and contract tradeoffs
• 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
• 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
• Confidently explain product capabilities, connect them to business outcomes, and guide customers on the best strategic use cases
• Turn vague customer problems into clear problem statements and execution plans, partnering with other teams when needed
• Participate in cross-functional projects and build strong internal partnerships

Benefits

• The flexibility to work from anywhere
• Flexible working hours
• Stock options
• Unlimited PTO (minimum of 15 days off per year)
• Growth stipend

E-commerce or CX industry experience strongly preferred - customers respond better to AMs who speak their languageExperience analyzing usage patterns and competitive landscapes, and translating data into actionable account strategies3+ years in account management, CSM, or a client-facing commercial role with technical, complex software solutionsExperience working closely with product and engineering teamsStartup background essential - fast-paced, ambiguous environments, comfortable wearing many hatsEnterprise experience: managed complex orgs, sold to multiple stakeholdersComfort operating in fast-moving, evolving environmentsDemonstrated success independently renewing and expanding enterprise customers in complex, high-value accounts - owning the commercial conversation, not just supporting it. Minimum bar: negotiated at least one $100k+ dealBalances empathy with commercial impact - willing to challenge the status quo when it blocks resultsThrives in fast-paced startup environments with evolving priorities and ambiguous challengesCurious by nature - actively learns new domains, products, or systems without being toldProactive, and pushes when neededSelf-directed: asks for help when needed and brings solutions rather than just raising issuesHands-on prompt engineering experience - able to optimize AI responses, train conversation flows, and refine model outputs. Must go deeper than transcription tools or using ChatGPT for emails: has built an agent, automated a workflow, or created a toolComfort with a rapidly evolving AI landscape - stays current on AI capabilities and applies them to your workThey maintain high standards while moving at startup speed, and they build real relationships with teammates because they know that’s how great work gets done. When things get tough, they adapt and keep pushing forwardThe people who thrive here are curious, customer-obsessed, and take ownership without being asked. They fix problems first and explain later. They’re direct about feedback—both giving and receiving it—because they care more about getting things right than being politeExperience with a native AI technology companyComfort with API integrations, conversation flow design, and business intelligence tools

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