Director of Customer Success

at  Siena AI

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.

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 to ask for it. We invest in you, so you can continue to invest in yourself.
At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application.
Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities

ROLE OVERVIEW

As our Director of Customer Success, you’ll lead the charge in ensuring our clients not only achieve but exceed their goals with Siena. This role requires a strategic leader with a proven track record in managing customer success teams and scaling customer success operations to drive significant value for our customers and the business.

KEY RESPONSIBILITIES

• Implement strategies that ensures our customers derive maximum value from our AI platform, focusing on adoption, satisfaction, and retention.
• Design and implement onboarding processes, ensuring customers experience quick value realization and receive ongoing support at every step of the journey.
• Develop and execute education programs that empower customers to fully leverage our AI technology in their operations.
• Build process and infrastructure for customer success and support.
• Lead, mentor, and scale a high-performing customer success team to deliver exceptional service and achieve key metrics.
• Foster strong relationships with customers, understanding their needs, and ensuring their success with our products.
• Collaborate cross-functionally with sales, marketing, product, and engineering teams to align on customer objectives and drive product enhancements.
• Establish and monitor key customer success metrics, adjusting strategies as needed to improve customer satisfaction, retention, and activation.
• Drive customer advocacy by identifying opportunities for case studies, testimonials, and referrals.