Strategic Account Manager

About the role

Siena is seeking a Strategic Account Manager to cultivate and expand relationships with our most significant clients. This role focuses on commercial outcomes, ensuring customer success, and driving growth within a portfolio of key accounts. You will be a core part of a two-person team, working closely with a deployment strategist to deliver comprehensive value.

Key facts

What you'll do

• Manage the full commercial lifecycle for a portfolio of Growth and Strategic accounts, from post-onboarding through sustained growth.
• Create detailed account plans for each client, outlining commercial, operational, and customer experience metrics and timelines.
• Monitor account health, collaborating with the deployment strategist to address performance issues and ensure customer satisfaction.
• Hold both clients and internal teams accountable for progress, intervening when initiatives stall.
• Clearly communicate impact and progress using data-driven insights.
• Maintain a current stakeholder map for each account, identifying key influencers and decision-makers.
• Build lasting relationships with executive-level contacts, establishing regular communication to showcase Siena's value.
• Lead renewal negotiations and identify and close expansion opportunities independently, managing procurement and contract details.
• Understand the financial implications of customer experience decisions, including costs, staffing, and revenue.
• Engage confidently with senior stakeholders, including CX leaders and executives.
• Quantify and articulate customer ROI through metrics related to cost savings, efficiency, and revenue.
• Develop a deep understanding of Siena's product suite, its problem-solving capabilities, and how to position it effectively.
• Explain product features, connect them to business outcomes, and guide customers on strategic use cases.
• Translate ambiguous customer challenges into clear problem statements and actionable execution plans, collaborating with other teams as needed.
• Participate in cross-functional projects and foster strong internal partnerships.

Requirements

• Essential experience in a startup environment, comfortable with fast-paced and ambiguous settings.
• 3+ years in account management, CSM, or a client-facing commercial role involving complex software solutions.
• Strong preference for experience in the e-commerce or CX industry.
• Proven success in independently renewing and expanding enterprise customers in high-value accounts, with ownership of the commercial conversation.
• Demonstrated ability to negotiate at least one $100k+ deal.
• Experience managing complex organizational structures and selling to multiple stakeholders within an enterprise.
• Prior collaboration with product and engineering teams.
• Experience analyzing usage patterns and competitive landscapes to inform account strategies.
• Comfortable operating in rapidly changing environments.
• Hands-on prompt engineering experience, going beyond basic AI tools to build agents, automate workflows, or create tools.
• Comfort with the rapidly evolving AI landscape, staying current on capabilities and applying them to work.

Nice to have

• Experience with a native AI technology company.
• Familiarity with API integrations, conversation flow design, and business intelligence tools.

Skills & tools

• AI prompt engineering
• Data analysis
• Account planning
• Negotiation
• Stakeholder mapping
• Product positioning

Practical notes

• This is a fully distributed, global team.
• Moderate travel is expected for in-person workshops, account visits, and QBRs.
• Siena offers a learning budget and provides premium AI accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools.
• AI-assisted screening tools are used in the hiring process, with human review available upon request at talent@siena.cx.