Strategic Account Manager

About the role

You own the commercial relationship for Siena's highest-value brands, driving renewals, expansion, and executive trust while collaborating with your deployment strategist to define and achieve shared product outcomes. You hold specific Growth and Strategic accounts accountable for net dollar retention, expansion quota attainment, and the strength of executive relationships through data-driven insights and disciplined planning. You act as the primary commercial strategist for your portfolio, translating customer needs into actionable account plans and ensuring internal teams align to deliver measurable value. You will lead in-person workshops, executive account mapping, and QBRs while maintaining a living stakeholder map that anticipates organizational shifts before they impact renewal risk. Success requires a startup mindset, comfort with ambiguity, and the ability to own complex, long-term strategic initiatives end to end. You are expected to communicate with directness, default to writing, and act immediately when you see an opportunity or risk. This role is built for athletes who thrive on ownership, cross-functional collaboration, and shaping the future of AI agents for consumer brands.

Key facts

What you'll do

Own a portfolio of Growth and Strategic accounts from post-onboarding through long-term growth, acting as the primary commercial owner for each account.

Build a concrete account plan with each customer that defines the commercial, operational, and CX metrics you are moving and the timeline for moving them.

Monitor account health in real time and, when performance slips, coordinate with your deployment strategist to drive fixes while owning customer communication and accountability.

Hold customers and internal teams accountable when progress stalls, ensuring commitments are met and strategic initiatives advance.

Track and communicate impact clearly using data, not anecdotes, to demonstrate value and guide decision-making.

Maintain a living stakeholder map for every account that identifies champions, skeptics, signers, and change triggers, acting on org changes before they become renewal risk.

Build durable relationships with executive decision-makers, not just day-to-day contacts, and own the executive cadence for your book.

Drive renewal negotiations independently and identify and close expansion opportunities, navigating procurement, pricing, and contract tradeoffs.

Understand the cost, headcount, and revenue implications of CX decisions and communicate tradeoffs to senior stakeholders.

Engage confidently with senior stakeholders, including CX leaders and executives, while developing strong product depth to position solutions strategically.

Requirements

Startup background is essential, with experience in fast-paced, ambiguous environments where you are comfortable wearing many hats and making decisions with incomplete information.

You must have 3+ years in account management, CSM, or a client-facing commercial role focused on technical, complex software solutions.

E-commerce or CX industry experience is strongly preferred, as customers respond better to account managers who speak their language and understand their workflows.

You must demonstrate success independently renewing and expanding enterprise customers in complex, high-value accounts, owning the commercial conversation rather than only supporting it.

Your minimum commercial bar is having negotiated at least one $100k+ deal, showing you can handle high-stakes contract discussions.

You must have managed complex organizations and sold to multiple stakeholders, aligning different priorities without direct authority.

You need experience working closely with product and engineering teams to translate feedback into customer value.

You must be comfortable analyzing usage patterns and translating them into actions that improve customer outcomes and retention.

Practical notes

Expect moderate travel as part of this role, with the need to run in-person workshops, account visits, and QBRs.

This is a full-time position based in London, and the candidate must be eligible to work in the UK without sponsorship.

Visa sponsorship is not available for this role, so candidates must already have the right to work.

No specific deadline is provided for applications, but early interest is encouraged given the strategic nature of the role.

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