Strategic Account Manager - London

Meet Siena Siena is the Agent of Record for CX, built for consumer brands like Spanx, FIGS, Brooklinen, and Grüns. It runs as a connected multi-agent stack on top of a shared intelligence layer: agents that sell, support, listen, handle social and voice across the entire customer journey, turning every conversation into signal you can act on. The team We are a small, fully distributed, global team. We have built leverage into how we work, which is what lets a team this size move at the speed we do. We hire athletes. Everyone here owns real outcomes, defaults to writing over meetings, communicates with directness, and acts the moment they see something worth acting on. Low ego, high standards, fast clock. If you want to set the bar rather than follow one, keep reading. The Role 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, and together you're the Siena pod. You're accountable for net dollar retention, expansion quota attainment, and executive relationship health across your book. You own our Growth and Strategic segment accounts, not the full customer book, working at the intersection of customer, sales, and your deployment strategist. Expect moderate travel for in-person workshops, account visits, and QBRs. What You'll Do Own the commercial relationship end to end for a portfolio of Growth and Strategic accounts, from post-onboarding through long-term growth: build concrete account plans, track impact with data, and hold customers and internal teams accountable when progress stalls Map every account and build executive trust: maintain a living stakeholder map, build relationships with decision-makers beyond day-to-day contacts, and own the executive cadence so leadership sees Siena's value before renewal conversations start Drive commercial outcomes: own renewal negotiations, independently identify and close expansion opportunities, and quantify customer ROI in cost savings, efficiency, or revenue impact Bring product depth to the relationship: understand how Siena's agents work together, explain capabilities confidently, and guide customers on the best strategic use cases Lead cross-functional execution: turn vague customer problems into clear problem statements and execution plans, partnering with other teams as needed Who You Are The Bar: If you're missing any of these, this isn't the role for you. 3+ years in account management with technical, complex software, including at least one independently negotiated $100k+ deal Startup background: comfortable in fast-paced, ambiguous environments, wearing many hats E-commerce or CX industry experience: customers respond better to AMs who speak their language Strong Signal: Not dealbreakers, but what separates a good hire from a great one. Hands-on AI experience: you've built an agent, automated a workflow, or created a tool, not just used ChatGPT for email Enterprise experience: managed complex orgs, sold to multiple stakeholders Close collaboration experience with product and engineering teams Self-directed: brings solutions, not just problems Balances empathy with commercial impact, willing to challenge the status quo when it blocks results Nice to Have: Bonus, not required. Experience at a native AI technology company Comfort with API integrations, conversation flow design, and business intelligence tools Not a Fit If: You want a fixed playbook and clear SOPs before you start You'd rather support the commercial conversation than own it You need close oversight rather than working independently with your deployment strategist as your main partner Why Siena? Real ownership. You will own problems, not tasks, with the autonomy to solve them your way and the trust to do it without a manager in your inbox. Work that ships and matters. What you build