Strategic Account Manager - London

The Role

Account Ownership

• Own a portfolio from post-onboarding through long-term growth and build an account plan with commercial, operational, and customer experience metrics.
• Monitor account health, coordinate with deployment strategists when performance slips, and maintain customer and internal accountability.
• Track and communicate impact using data rather than anecdotes.

Executive and Commercial Outcomes

• Maintain stakeholder maps and build relationships with executive decision-makers across each account.
• Own renewal negotiations and independently identify and close expansion opportunities, including procurement, pricing, and contract tradeoffs.
• Understand cost, headcount, revenue, and customer ROI implications of customer experience decisions.

Product and Collaboration

• Develop strong product understanding, explain Siena's agents and capabilities, and connect product use cases to business outcomes.
• Turn vague customer problems into clear problem statements and execution plans.
• Participate in cross-functional projects and build strong internal partnerships.

Experience and Background

• Startup background is essential, with comfort in fast-paced, ambiguous environments and a willingness to wear many hats.
• At least 3 years of account management, customer success, or client-facing commercial experience with complex technical software solutions.
• Demonstrated independent enterprise renewal and expansion success, including at least one negotiated deal worth $100,000 or more.
• Experience with complex organizations, multiple stakeholders, product and engineering teams, usage analysis, and competitive landscapes.
• E-commerce or customer experience industry experience is strongly preferred.

Mindset and Technical Expectations

• The role requires self-direction, proactive problem solving, curiosity, empathy balanced with commercial impact, and comfort with changing priorities.
• Hands-on prompt engineering experience is required, including optimizing AI responses, training conversation flows, and building an agent, workflow, or tool.
• Comfort with a rapidly evolving AI landscape is required; API integrations, conversation flow design, and business intelligence tools are bonuses.

Why Siena

• Siena offers meaningful ownership, autonomy, a globally distributed async-first environment, and work reaching consumer brands.
• The company offers salary plus equity or stock grants, a learning budget, premium AI tool accounts, and a quarterly budget for new tools.

About Siena