Première détection par notre source: le mois dernier
Senior Director, Customer Retention & Growth (Americas)
@ SysAid Technologies
Toronto, Ontario
En bref
SysAid Technologies is hiring a Senior Director, Customer Retention & Growth (Americas) to own net revenue retention and lead an AI-enabled post-sales organization. The work covers churn reduction, expansion, AI-driven adoption and health scoring, and team redesign. The posting asks for 10+ years in SaaS customer success or growth, with at least 5 in manager roles.
Responsabilités :
- Own net revenue retention through churn reduction and expansion
- Build AI-enhanced forecasting for churn risk and expansion propensity
- Drive AI-powered customer adoption and time-to-value
- Deploy AI agents for internal post-sales operations and automation
- Lead and develop an AI-native customer success team
Résumé des exigences :
- 10+ years in SaaS customer success, account management or growth
- At least 5 years in manager roles
- Proven ownership of retention and expansion targets
- Experience leading AI or automation initiatives in customer-facing teams (strong plus)
- Background in ITSM, enterprise SaaS or workflow platforms preferred
Outils et compétences
Source et dates
Site carrière / système de candidatures · comeet
- Date publiée par l’employeur
- Non fourni
- Première détection par notre source
- 2026-10-11
- Mise à jour du dossier source
- 2026-11-05
Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.
Détails du poste
| Niveau | Senior |
| Domaine | Service à la clientèle |
| Expérience | 10 an(s) et plus |
| Expérience en gestion | 5 an(s) et plus |
| Gestion d’équipe | Oui |
| Milieu de travail | Bureau, Domicile |
| Position | Surtout assis |
| Exigences physiques | physique faible · ordinateur élevé |
Résumé et détails rédigés par l’IA à partir de l’offre; l’offre de l’employeur fait foi.
SysAid Technologies
Profil d’entreprise sauvegardé
Renseignements historiques provenant d’un profil The Jobs API sauvegardé (champs LinkedIn/Crunchbase). Ils ne sont pas vérifiés en temps réel; les chiffres peuvent avoir changé. Les valeurs manquantes restent inconnues.
SysAid is on a mission to liberate organizations by putting AI to work for them and their people.
Description complète de l’entreprise
Built on a robust ITSM platform, SysAid’s Agentic AI adds a powerful new operational layer to IT—automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. AI Agents take the first action, so IT pros step in only when truly needed. The result? A team free to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, and zero steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. And with award-winning support, you’re set up for success. ITSM run by AI—and you. 100X more impactful.
- Abonnés LinkedIn
- 48 999
- Personnes associées sur LinkedIn
- 260
- Bureaux déclarés
- 80 Atlantic Ave Toronto Ontario M6K 1X9, 5th Floor, Toronto, Ontario M6K 1X9, CA
- Sderot Sha'ul HaMelech 37, Tel Aviv-Yafo, Israel 6492806, IL
- Av. Ibirapuera 2907, cj. 603, Moema, Sao Paulo, cj. 603, Moema 04029-200, BR
- PO BOX 4064, CARLINGFORD , NORTH NSW 2118, AU
- 80 Wells House Road, London, England NW10 6, GB
- 303 Wyman St, Suite 300, Waltham, Massachusetts 02451, US
- Catégories d’activité
- Software
- IT Management
- SaaS
- Network Security
- Customer Service
- Mobile Devices
- Autres noms enregistrés
- SysAid Technologies
- SysAid
- Spécialités
- IT Help Desk
- Knowledge Base
- Asset Management
- ITIL Change
- Incident
- Problem Management
- SLA /SLM
- IT Benchmark
- Patch Management
- Remote Control
- End-User Portal
- Monitoring
- Mobile Device Management (MDM)
- Live Chat
- Password Reset
- Mobile Apps
- Tasks & Projects
- Service Automation
- Customer Support
- SaaS
- Service Management
- ITSM
- Generative AI
- Conversational AI
- Chatbot
- and Agentic AI
- Le profil indique une agence de recrutement
- Non
- Investissement total déclaré
- 30 000 000
La devise et la date d’observation ne sont pas fournies; ce n’est ni une valorisation actuelle ni une ronde de financement.
Built on a robust ITSM platform, SysAid’s Agentic AI adds a powerful new operational layer to IT—automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. AI Agents take the first action, so IT pros step in only when truly needed. The result? A team free to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, and zero…
| Champ | Valeur |
|---|---|
| Secteur | Software Development |
| Taille | 51-200 employees |
| Siège social | Toronto, Ontario |
| Type d’organisation | Privately Held |
| Fondée en | 2002 |
| Spécialités | IT Help DeskKnowledge BaseAsset ManagementITIL ChangeIncidentProblem ManagementSLA /SLMIT BenchmarkPatch ManagementRemote Control |
| Offres sur Jobsy | 4 |
| Voir la page |
Description
SysAid is a leading IT Service Management (ITSM) platform helping organizations deliver exceptional service experiences. As we evolve our platform with innovations like Spaces and SAI, we are redefining how IT teams operate—and how customers realize value.
We are entering a critical phase where AI is not just a feature—but a growth driver, both for our customers and our internal operating model.
We are seeking a Director of Customer Retention & Growth to own SysAid’s net revenue retention (NRR) and lead the transformation of our post-sales organization into an AI-enabled, insight-driven growth engine.
This leader will harness agentic AI to:
- Help customers achieve faster, measurable outcomes
- Drive proactive, data-driven engagement
- Scale internal operations without linear headcount growth
Key Responsibilities
1. Own Net Revenue Retention (NRR)
- Drive strategy across:
- Churn reduction
- Expansion (upsell, cross-sell)
- Build AI-enhanced forecasting models for:
- Churn risk
- Expansion propensity
- Establish clear ownership across CSMs, AMs, and lifecycle stages
2. Drive AI-Powered Adoption & Time-to-Value
- Ensure customers adopt:
- Core ITSM capabilities
- Spaces (new interface)
- SysAid’s agentic AI capabilities
- Partner with Product & PS to:
- Embed AI into onboarding journeys (e.g., AI-generated onboarding plans)
- Deliver guided, automated adoption experiences
- Operationalize AI-driven health scoring and next-best actions
3. Build a Scalable, AI-Driven Growth Engine
- Design a structured expansion motion powered by AI:
- Identify expansion signals automatically (usage, gaps, triggers)
- Use AI to generate:
- Deal insights
- Business cases
- Pricing recommendations
- Equip teams with AI copilots for:
- Account planning
- QBR preparation
- Executive storytelling
- Shift from reactive selling to predictive, insight-led growth
4. Reduce Churn Through Proactive, Automated Risk Management
- Build AI agents to:
- Continuously monitor customer health
- Detect risk patterns (product usage, support friction, sentiment)
- Trigger automated or human-led interventions
- Move from: Reactive service tickets → to Predictive, system-driven retention plays
- Identify systemic churn drivers (e.g., Spaces gaps, onboarding issues) and close the loop with Product
5. Lead Agentic AI Transformation (Internal + Customer-Facing)
Customer-Facing AI
- Define how customers should use SysAid’s agentic AI to:
- Automate IT workflows
- Improve service delivery
- Increase ROI from the platform
- Partner with Product to:
- Package AI use cases into clear value propositions
- Define “when to use an agent” vs traditional workflows/integrations
- Ensure CSMs can articulate and drive adoption of AI outcomes—not just features
Internal AI & Automation
- Deploy AI agents to transform post-sales operations:
- Automated QBR generation
- Call summaries and action tracking
- Ticket clustering and root cause analysis
- Renewal and expansion insights
- Increase coverage per CSM through automation and AI augmentation
- Redesign workflows to minimize manual work and maximize customer-facing time
6. Elevate Customer Experience Through Intelligent Feedback Loops
- Use AI to:
- Aggregate and cluster customer feedback (support tickets, calls, surveys)
- Identify product and experience trends at scale
- Reduce noise from service records and surface true systemic issues
- Create structured, data-backed feedback loops into Product (especially for Spaces)
7. Redefine Roles for an AI-First Organization
- Evolve team responsibilities:
- CSMs → Outcome Orchestrators
- AMs → Growth Strategists
- Support → AI Supervisors
- Train teams to:
- Leverage AI in daily workflows
- Interpret AI-generated insights
- Focus on high-value, human interactions
8. Build & Lead a High-Performing, AI-Native Team
- Define segmentation and coverage models enhanced by AI
- Establish KPIs across:
- Retention & expansion
- Adoption (including AI feature adoption)
- Operational efficiency (automation rates, productivity)
- Hire and develop talent comfortable operating in an AI-augmented environment
Key Success Metrics
- Net Revenue Retention (NRR)
- Gross Churn Rate
- Expansion Revenue
- Adoption of:
- Core platform (including Spaces)
- Agentic AI capabilities
- Time-to-Value
- Customer Health Score Accuracy
- % of workflows automated (internal & customer-facing)
- CSM productivity (accounts per CSM, time spent on strategic vs manual work)
Requirements
Experience
- 10+ years in SaaS Customer Success, Account Management, or Growth, and at least 5 years in manager roles
- Proven ownership of retention and expansion targets
- Experience leading AI/automation initiatives in customer-facing teams (strong plus)
- Background in ITSM, enterprise SaaS, or workflow platforms preferred
Capabilities
- Strong understanding of:
- SaaS retention mechanics (NRR drivers)
- Customer lifecycle design
- AI/automation use cases in post-sales
- Ability to translate AI capabilities into customer business value
- Data-driven and systems thinker
Leadership Traits
- Commercially oriented (growth mindset)
- Comfortable leading through product and platform transitions
- Balances strategic thinking with operational execution
- Strong cross-functional influencer (Product, Sales, Engineering)
Why This Role Matters
SysAid is at a pivotal moment:
- Transitioning platform (Spaces)
- Expanding AI capabilities
- Significant untapped growth in the installed base
This role will define how SysAid:
- Scales Customer Success with AI (without linear cost growth)
- Differentiates through intelligent, automated customer experiences
- Turns AI into a core driver of retention and expansion
Journal
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