Strategic Account Manager

• 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
• Enterprise experience: managed complex orgs, sold to multiple stakeholders
• Experience working closely with product and engineering teams
• Startup background essential - fast-paced, ambiguous environments, comfortable wearing many hats
• 3+ years in account management, CSM, or a client-facing commercial role with technical, complex software solutions
• Experience analyzing usage patterns and competitive landscapes, and translating data into actionable account strategies
• Comfort operating in fast-moving, evolving environments
• E-commerce or CX industry experience strongly preferred - customers respond better to AMs who speak their language
• Balances empathy with commercial impact - willing to challenge the status quo when it blocks results
• Curious by nature - actively learns new domains, products, or systems without being told
• Thrives in fast-paced startup environments with evolving priorities and ambiguous challenges
• Self-directed: asks for help when needed and brings solutions rather than just raising issues
• Proactive, and pushes when needed
• 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 rapidly evolving AI landscape - stays current on AI capabilities and applies them to your work
• Experience with a native AI technology company
• Comfort with API integrations, conversation flow design, and business intelligence tools
• The 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

Key responsibilities

• Own the commercial relationship for Siena's highest-value brands, focusing on renewals, expansion, and executive trust.
• Hold accounts to specific, measurable commercial outcomes, including net dollar retention and expansion quota attainment.
• Build durable relationships with executive decision-makers, lead commercial reviews, account planning, and renewal negotiations.