Siena AI

Strategic Account Manager

Siena AI • $90K — $130K *
Boston, NY 14025In-Person
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3+ years in account management, CSM, or client-facing commercial roles with complex software solutions.
  • Startup background essential - experience in fast-paced, ambiguous environments.
  • Demonstrated success in renewing and expanding high-value, enterprise accounts with at least one $100k+ deal.
  • Strong e-commerce or CX industry experience preferred for effective customer communication.
  • Hands-on experience with prompt engineering and optimizing AI workflows.

Responsibilities

  • Own a portfolio of high-value Growth and Strategic accounts from onboarding to long-term growth.
  • Develop concrete account plans with measurable metrics and timelines for each customer.
  • Monitor account health and coordinate with the deployment strategist for performance issues.
  • Build and maintain stakeholder maps to manage executive relationships and renewal risks.
  • Lead renewal negotiations and identify expansion opportunities independently.
  • Communicate customer ROI effectively using quantifiable metrics.
  • Collaborate cross-functionally to address customer challenges with clear execution plans.

Benefits

  • Opportunity to work closely with senior stakeholders and executives.
  • Exposure to a fast-paced startup culture and evolving responsibilities.
  • In-depth engagement with cutting-edge AI technology.
  • Professional development through cross-functional projects and partnerships.
Full Job Description
The Role

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. 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: 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

Map the Account and Build Executive Trust
  • 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.

Drive Commercial Outcomes
  • 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

Bring Product Depth to the Relationship
  • 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

Lead Cross-Functional Execution
  • 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

Who You Are

Experience & Background
  • Startup background essential - fast-paced, ambiguous environments, comfortable wearing many hats
  • 3+ years in account management, CSM, or a client-facing commercial role with technical, complex software solutions
  • E-commerce or CX industry experience strongly preferred - customers respond better to AMs who speak their language
  • Demonstrated 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+ deal
  • Enterprise experience: managed complex orgs, sold to multiple stakeholders
  • Experience working closely with product and engineering teams
  • Experience analyzing usage patterns and competitive landscapes, and translating data into actionable account strategies
  • Comfort operating in fast-moving, evolving environments

Mindset & Approach
  • Self-directed: asks for help when needed and brings solutions rather than just raising issues
  • Thrives in fast-paced startup environments with evolving priorities and ambiguous challenges
  • Proactive, and pushes when needed
  • Balances empathy with commercial impact - willing to challenge the status quo when it blocks results
  • Curious by nature - actively learns new domains, products, or systems without being told

Everyone at Siena Is Technical

This bar applies to every role at Siena, including this one.
  • Hands-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 tool
  • Comfort with a rapidly evolving AI landscape - stays current on AI capabilities and applies them to your work

Bonus Points
  • Experience with a native AI technology company
  • Comfort with API integrations, conversation flow design, and business intelligence tools

About Siena AI

Siena AI is a developer of an autonomous chat platform that aims to transform the way it runs and interacts with consumers by combining human empathy and intelligent automation. The platform provides capabilities such as product information, order tracking, address changes, returns and product exchanges, subscription and retention management, allowing firms to conduct customer care and social media interactions autonomously.

Siena AI Careers

There has never been a better time to join the global team of Siena AI professionals, a leading force in the artificial intelligence sector.

Work You'll Do

Join Siena AI's market-leading team to assist some of the most innovative companies in mastering their technology-driven transformation journeys. At Siena AI, the fusion of technology, industry expertise, and digital innovation puts the company at the forefront of the AI industry. Lead in a unique market position, harnessing the power of AI to drive industry-wide changes and deliver unparalleled innovation. Engage with a global team of business and technology advisors, helping clients navigate through complex AI integrations and transformations. Collaborate with a dedicated group of AI experts, driving forward the boundaries of what's possible in technology and business.

Introducing the Siena AI Business Group Advisory

This team is dedicated to building a leading advisory service, guiding major companies through their digital transformation journeys using advanced AI solutions.

Innovative Work

Be part of the largest group of AI professionals, delivering targeted solutions through a depth of consulting experience and innovation that is unmatched in the industry.

Innovate and Grow

Deliver solutions that are trusted by enterprises worldwide, leveraging Siena AI's extensive consulting experience and innovative approaches.

Be Part of a Great Team

Join a team that works on cutting-edge Microsoft technology and harnesses the capabilities of a global scale operation to develop joint solutions.

Future-Proof Your Career

With Siena AI, go as far as ambition can take, with endless opportunities to advance careers through unmatched training, development, and certification support.

Explore Job Opportunities

Discover how Siena AI is moving industries towards more predictive and efficient practices with advanced AI solutions. From improving operational efficiencies to pioneering new industry standards, the impact is profound and rewarding.

The Siena AI Leadership and Innovation

With a commitment to leadership in AI and a culture that fosters diversity and professional growth, Siena AI is a beacon of innovation. The company's global scale and joint solution development enable clients to overcome challenges and lead transformations in their fields.

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Learn more about Siena AI
Size
11 employees
Industry
Information Technology
* Ladders Estimates

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