Strategic Account Manager

• 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
• You are accountable for:
• Net dollar retention (NDR) of your book
• Expansion quota attainment
• Executive relationship health across your accounts
• 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
• 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
• 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
• 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
• 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

Benefits

• 🏠 The flexibility to work from anywhere
• 🌞 Flexible working hours
• 💸 Stock options
• 🌴 Unlimited PTO (minimum of 15 days off per year)
• 📖 Growth stipend- E-commerce or CX industry experience strongly preferred - customers respond better to AMs who speak their language
• Experience analyzing usage patterns and competitive landscapes, and translating data into actionable account strategies
• 3+ years in account management, CSM, or a client-facing commercial role with technical, complex software solutions
• Experience working closely with product and engineering teams
• Startup background essential - fast-paced, ambiguous environments, comfortable wearing many hats
• Enterprise experience: managed complex orgs, sold to multiple stakeholders
• Comfort operating in fast-moving, evolving environments
• 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
• Balances empathy with commercial impact - willing to challenge the status quo when it blocks results
• Thrives in fast-paced startup environments with evolving priorities and ambiguous challenges
• Curious by nature - actively learns new domains, products, or systems without being told
• Proactive, and pushes when needed
• Self-directed: asks for help when needed and brings solutions rather than just raising issues
• 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 rapidl…