Implementation Manager

Meet Siena

Siena is the first intelligence layer for customer experience. We're creating an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions.

Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human.

We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better.

The team

We're a small, distributed team that punches way above our weight. Every person here has outsized impact because we've built leverage into everything we do. This philosophy makes us faster and, frankly, more fun to work with.

If you're excited about building something that doesn't exist yet, keep reading. We're building agents that don't just respond to customers—they remember them, learn from every interaction, and connect experiences across channels.

About the role:

As an Implementation Manager, your mission is to get new customers up and running on the Siena platform — efficiently, confidently, and excitedly. You’ll be the face of Siena during the most critical phase of our customer relationship: the implementation. This means guiding new users through onboarding, translating their SOPs into AI-powered automations, and ensuring they become self-sufficient experts on our platform.

We’re looking for an entrepreneurial mindset, a fearless attitude, and a passion for excellence in onboarding new clients onto our product. Our team not only takes pride in our work but also in the way we do it. You must be capable of successfully implementing new business while ensuring a high degree of client satisfaction. You'll work with medium to large-sized organizations, with no limit on the complexity or feature/functionality usage of the client.

What You'll Do

• Customer Onboarding

  Own and manage onboarding projects from kickoff through go-live (typically 4–6 weeks), working cross-functionally with Sales, Customer Success, Product, and Managed Services.

• Client Management

  Build relationships with stakeholders in order to proactively identify and mitigate any implementation risks

• Training & Enablement

  Train customer teams — from frontline AI Managers to busy executives — on Siena’s platform: how to draft automation instructions (prompts), QA automated responses, trigger actions, and leverage insights and analytics.

• AI Prompt Engineering & Testing

  Help customers convert their complex SOPs into high-quality automation instructions and conduct thorough testing and validation before go-live

• Technical Scoping & Implementation

  Partner with the Solutions Engineering team to scope complex technical solutions and the implementation of custom app integrations, requiring knowledge of how APIs function

• Product & Process Feedback

  Systematically collect customer feedback to improve the implementation process and contribute to the product roadmap based on implementation insights

• Project Management & Change Management

  Track milestones, call out blockers, and keep all stakeholders — internal and external — aligned and accountable while managing organizational change and adoption challenges within customer teams

• Content & Materials Development

  Maintain and create self-serve onboarding materials, including training decks, automation templates, help guides, and implementation playbooks.

You'll Work Closely With

• Customer Success (you live here)

• Sales (for smooth handoffs)

• Managed Services (for ongoing support or white-glove onboarding)

• Product and Engineering (for feature gaps or custom integrations)

What You Should Know

• How to explain complex systems to non-technical users

• How prompting works for LLMs and the basics of AI QA

• How APIs and app integrations work in the real world of e-commerce

• How to be effective in startup chaos: document as you go, forgive gaps, and ship forward

Who You Are

• Have 3+ years of experience in onboarding, implementation, CSM, or CX operations in a B2B SaaS environment

• Have used tools like Shopify, Zendesk, Gorgias, Kustomer, or similar

• Love teaching others and know how to pace training sessions for both power users and execs

• Are organized as hell, juggling multiple projects and timelines without letting balls drop

• Are comfortable in fast-moving, scrappy environments where not everything is perfectly documented

• Can hold your own in a Zoom room full of C-level execs — and then hop into a screen share to troubleshoot a broken automation

• Are a self-starter who can move forward with minimal guidance and prioritize ruthlessly

Please Don’t Apply If You...

• Expect every process to be polished and every tool perfectly set up

• Need a lot of structure to operate

• Don’t enjoy teaching or running 1:1 sessions

• Are easily frustrated by ambiguity or fast iteration cycles

• Think startup scrappiness = incompetence

What Success Looks Like

• 1 month: You’ve mastered the platform, understand common customer use cases, and can draft and QA automations confidently

• 3 months: You’ve led 2–3 successful implementations from start to finish and your customers are graduating from onboarding

• 6 months: You’re maintaining and improving our self-serve onboarding content, helping newer IMs, and contributing to scalable processes

Why Siena?

• Meaningful impact. Your work directly shapes our product and company.

• Globally distributed team working at the bleeding edge of CX and AI.

• Great salary plus the opportunity for equity or stock grants.

• Learning budget. If you're growing, so are we.

• The thrill of building something new. Join us at a stage where your contributions matter most.

• AI-fluency. Make AI your second nature.

• Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.

Our values

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.

Our approach to AI

The people who thrive here treat AI like a natural extension of themselves. They've built their own ecosystem of agents - some for research, others for debugging, writing, analysis, or writing code. They know which AI works best for what problem.

Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools. But the magic happens in how we share knowledge. Demo days where someone shows off a clever workflows. Slack threads about which model handles a specific use case better. Learning from each other's AI workflows.

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 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.