Customer Success Manager

6 months ago

Vancouver, Canada Siena AI Full time

**About us**:
At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across all channels from a single platform.

If you're excited about AI and the intersection of human-to-machine communications, and want to be part of a team who is driving innovation and making a real impact, then come join us in pushing the boundaries of AI and CX.

**Some of our values**:

- ** Customer First**: It's not just about solving issues or closing deals. We're in the business of understanding our customers so well that we can anticipate their needs and blow their minds.
- ** Straight Talk**:Communication isn't just a checkbox for us—it's our operating system. We say what we mean, mean what we say, and have no hidden agendas or sugar-coating..
- ** Question & Disrupt**:We do things that have never been done before—not for the sake of being different but for being radically better.
- ** Act with Agency**: We don't wait for permission or perfect conditions. We evaluate the situation, make our best call, and go for it.
- ** Raise the Bar**: We're not just meeting standards, we're aiming for setting them.
- ** Fast & Fearless**:We move quickly but thoughtfully, and view mistakes and failures as stepping stones, not setbacks.
- ** Driven by Curiosity, Fueled by Growth**: We ask the questions no one else is asking, dive deep, and come out the other side better for it.
- ** Synergy Over Solo**:We value collaboration over individual achievement. When we work together, we're unstoppable. We're not just co-workers; we're co-creators.

**About the role**:
As a Customer Success Managers at Siena you'll bring your customer-focused approach to drive success through strong account management, communication, experiments, and process building. You’ll be the owner of designing and executing implementation processes to ensure our customers are successful.

**What you'll be doing**:

- Own the onboarding and implementation process for new customers.
- Continuously improve the onboarding process to shorten the time to value.
- Provide ongoing strategy and guidance to our customers.
- Continuously help brands surpass their AI automation goals by uncovering new opportunities for automation and selective customer engagement.
- Create processes and playbooks to build the Customer Success function.
- Educate our customers - run strategy sessions, workshops, and webinars to showcase new features and strategies.
- Actively contribute to internal and external Knowledge Bases.
- Be the customer’s voice by capturing feedback, product requests, and revealing new pain points to address. Feed the feedback to the product team.
- Engage with customers via our private Slack community.

**Join the team if you**:

- Have 3+ years experience setting customers for success in CSM or account management roles.
- Have 3+ years experience within customer service technology and/or ecommerce background.
- Have a genuine love for building customer relationships and are confident about your hands-on approach in customer-facing interactions: you shine running onboardings, enablement sessions and providing expert guidance.
- You are experienced managing customer success impactful projects with a knack for crushing business goals.
- You have a background in knowledge management, with a primary focus on creating, organising, and maintaining robust and content-rich knowledge libraries.
- Have proven experience working with highly complex technology products.
- You are comfortable with rapid paced startup environments where many hats are to be worn.
- Have stellar written and verbal communication skills.
- Self-starter with a high level of initiative and a ‘can do’ attitude.

**Impress us even further**:

- Showcase your problem-solving, negotiation, and decision-making skills.
- You have helped set up fellow CSMs for success through trainings and knowledge sharing sessions.
- You're highly familiar with the Ecommerce space.
- You know your way around legacy chatbot solutions but are embracing the conversational AI revolution.

**Benefits**:
**The flexibility to work from anywhere**. Even if it's just from the comfort of your own bed (because let's face it, who doesn't love a good WFH situation?)

**Flexible working hours**. Because who said you can't design your day on your terms?

**Competitive salary and stock options**. We offer highly competitive salaries and equity, because we're building this together.

**Unlimited PTO**. With unlimited paid time off and a minimum of 15 days off per year, you'll have plenty of time to explore the world (or just your couch).

**Growth stipend**. An annual budget to continue learning and expanding your horizons. It's like getting a raise without having

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