Team Lead, Customer Success

4 weeks ago

Toronto ON, Canada SysAid Full time

SysAid is a dynamic SaaS company specializing in IT Service Management while pioneering generative/conversational AI. We are recognized as a leading innovator in the industry, featured in the Gartner Magic Quadrant for ITSM, and honored with AWS's prestigious Rising ISV Star Award. With over 4,000 clients across 140 countries and a daily impact on over 9 million end-users, we are committed to transforming the ITSM landscape.

As a Team Lead, Customer Success you are not just leading a global team of CSMs; you're a mentor, guide, and operational support in a dynamic, fast-growing environment.

Who You Are:

  • You possess a genuine empathy for customers and team members, always ready to understand and address challenges.
  • A passionate motivator, you inspire your team with dedication and creativity in problem-solving.
  • Ownership and accountability are your watchwords, ensuring effective management of tasks and responsibilities.
  • You're a proactive team player, thriving in dynamic environments and skillfully prioritizing tasks.

Responsibilities:

Player-coach:

  • Manage your book of business and the life-cycle of account management activities, nurturing customer relationships.
  • Develop strategic plans for value expansion in existing customer accounts.
  • Drive customer adoption of our solutions, focusing on continuous improvement for satisfaction and retention.

Leader Responsibilities:

  • Lead and motivate a team of Client Success Managers to align with clients' goals.
  • Foster a positive and collaborative team culture that encourages innovation and continuous improvement with your direct reports.
  • Identify growth opportunities within your team members' account portfolio
  • Collaborate with cross-functional teams, transmitting customer insights and feedback throughout the company.
  • Monitor, collect, and escalate issues for proper internal and external follow-up, communication, and resolution.

Qualifications:

  • 6+ years in customer success in the software B2B hi-tech industry (SaaS/AI products).
  • 2-3 years of successful management experience.
  • Proven ability to deliver client-focused solutions based on customer needs.
  • Results-oriented with a strong track record in achieving business objectives.
  • Exceptional leadership qualities, including high accountability, proactivity, and thoughtfulness.
  • Hands-on, can-do mentality, comfortable in fast-paced environments.

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