VP of Customer Success

Location: San Francisco · Los Angeles · London · Toronto · Dublin · Philadelphia

Siena | "Competitive" comp not given

Steph's Notes:

You're not excited about establishing direct relationships and interactions customers.

Maybe they should have had Siena review this job listing before they posted it.

Original Job Description: VP of Customer Success

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.

Role Overview

As VP 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, support, and community.
• 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.

Who You Are

• 10+ years of experience in customer success or account management, with at least 5 years in a leadership role within a technology or SaaS company.
• Bonus points if you worked at VC-backed startups. You understand that becoming a product and technology expert is essential.
• Problem-solver, with the ability to navigate complex challenges, streamline customer success operations, and implement strategic solutions that drive tangible results.
• Experience designing, implementing scaling complex technical customer success programs with focus on implementation and onboarding.
• Proven track record of leading customer success teams to drive business and customer success.
• Exceptional interpersonal and communication skills, with a knack for building trust and strong relationships customers and team members.
• Strategic thinker with the ability to glean insights from customer interactions and data, translating them into actionable growth strategies for both the customer success team and the product roadmap.

Nice to Have

• Experience with Conversational AI, ecommerce, or customer service platforms.
• Experience in managing and expanding multi-stakeholder customer relationships in enterprise settings.
• Demonstrated ability in influencing product development and roadmap priorities based on customer feedback and data, ensuring product aligns with customer needs.
• A background in project management or consulting, with strong analytical and problem-solving skills.

You Shouldn’t Apply If

• You're uncomfortable in a fast-paced, evolving startup environment where flexibility and adaptability are key.
• You're not excited about establishing direct relationships and interactions customers.
• Handling multiple competing priorities simultaneously isn’t your strong suit.

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.