Strategic Account Manager

Meet SienaSiena is the Agent of Record for CX, built for consumer brands like Spanx, FIGS, Brooklinen, and Grüns. It runs as a connected multi-agent stack on top of a shared intelligence layer: agents that sell, support, listen, handle social and voice across the entire customer journey, turning every conversation into signal you can act on.The TeamWe are a small, fully distributed, global team. We have built leverage into how we work, which is what lets a team this size move at the speed we do.We hire athletes. Everyone here owns real outcomes, defaults to writing over meetings, communicates with directness, and acts the moment they see something worth acting on. Low ego, high standards, fast clock.If you want to set the bar rather than follow one, keep reading.The RoleYou 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 LikeYou are accountable for:Net dollar retention (NDR) of your bookExpansion quota attainmentExecutive relationship health across your accountsWhat You'll DoOwn the Commercial Relationship End to EndOwn a portfolio of Growth and Strategic accounts from post-onboarding through long-term growthBuild a concrete account plan with each customer: the commercial, operational, and CX metrics you're moving, and the timeline for moving themMonitor account health, and when performance slips, bring in the deployment strategist — you own the customer communication and accountability while they execute the fixHold customers and internal teams accountable when progress stallsTrack and communicate impact clearly using data, not anecdotesMap the Account and Build Executive TrustMaintain 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 OutcomesOwn renewal negotiations and independently identify and close expansion opportunities, including navigating procurement, pricing, and contract tradeoffsUnderstand the cost, headcount, and revenue implications of CX decisionsEngage confidently with senior stakeholders, including CX leaders and executivesQuantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impactBring Product Depth to the RelationshipDevelop 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 conversationsConfidently explain product capabilities, connect them to business outcomes, and guide customers on the best strategic use casesLead Cross-Functional ExecutionTurn vague customer problems into clear problem statements and execution plans, partnering with other teams when neededParticipate in cross-functional projects and build strong internal partnershipsWho You AreExperience & BackgroundStartup background essential - fast-paced, ambiguous environments, comfortable wearing many hats3+ years in account management, CSM, or a client-facing commercial role with technical, complex software solutionsE-commerce or CX industry experience strongly preferred - customers respond better to AMs who speak their languageDemonstrated 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+ dealEnterprise experience: managed complex orgs, sold to multiple stakeholdersExperience working closely with product and engineering teamsExperience analyzing usage patterns and competitive landscapes, and translating data into actionable account strategiesComfort operating in fast-moving, evolving environmentsMindset & ApproachSelf-directed: asks for help when needed and brings solutions rather than just raising issuesThrives in fast-paced startup environments with evolving priorities and ambiguous challengesProactive, and pushes when neededBalances empathy with commercial impact - willing to challenge the status quo when it blocks resultsCurious by nature - actively learns new domains, products, or systems without being toldEveryone at Siena Is TechnicalThis 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 toolComfort with a rapidly evolving AI landscape - stays current on AI capabilities and applies them to your workBonus PointsExperience with a native AI technology companyComfort with API integrations, conversation flow design, and business intelligence toolsWhy Siena?Real ownership. You will own problems, not tasks, with the autonomy to solve them your way and the trust to do it without a manager in your inbox.Work that ships and matters. What you build reaches real consumer brands fast.A category we are creating. The Agent of Record is new ground, with unsolved problems and cutting-edge models, not a crowded field to compete in.A team that respects your judgment. Globally distributed, async-first, low bureaucracy. We hire adults and treat you like one.Great salary plus equity or stock grants. Own a piece of what you build.Learning budget. If you are growing, so are we.AI-fluency by default. Few places will push your work with production AI further or faster.Our ValuesThe 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 polite.They 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 forward.Our Approach to AIThe people who thrive here treat AI like a natural extension of themselves. They've built their own ecosystem of agents - some for research, others for debugging, writing, analysis, or writing code. They know which AI works best for what problem.Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools. But the magic happens in how we share knowledge. Demo days where someone shows off a clever workflows. Slack threads about which model handles a specific use case better. Learning from each other's AI workflows.At