Customer Success Manager

1 week ago

Toronto Ontario, Ontario, Canada SysAid Full time

At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.


We are seeking a Customer Success Manager to join our team in Israel to support some of our largest Global customers. Your primary responsibility will be to drive net retention revenue, including expansion and building customer relationships. The ultimate goal is to become a true partner and advocate for your customers within SysAid.


At SysAid, we provide affordable, innovative, and intuitive ITSM solutions aligned with industry best practices, to help our customers through automated business processes. Our customers’ success is our success and we continue to grow as our customers grow, inspired by their evolving needs in constantly changing business and IT landscapes.


Who you are:

  • A personable and enthusiastic professional
  • Strong sense of ownership and accountability
  • Ability to identify and drive urgency
  • Proactive, with excellent foresight and planning skills
  • Ability to work under pressure and as part of a dynamic environment
  • Strong prioritization, time management, and organizational skills
  • Someone who has true customer empathy and loves to solve problems


What you will do:

  • Be a trusted advisor and partnership manager for SysAid’s mid-market customers - their focal point
  • Manage the renewal cycle and contract processing to ensure no service disruptions.
  • Regularly meet with customers to drive and maximize the utilization of the product.
  • Identify growth opportunities within the account by building a wide network within the customer’s domain
  • Conduct account health checks and analysis to assess risk potential
  • Create value for customers by building strategic partnerships and identifying success criteria to scale them
  • Collaborate with multiple departments to drive success for your customer - Serve as the escalation point for your customers on bug requests and new feature requests - work with operational departments to prioritize, and set the customers' expectation


Qualifications

  • 3+ years of experience in Customer Success or Account Executive roles handling enterprise-sized accounts in the Saas AI industry
  • Bachelor Degree
  • Experience managing a million-dollar book of business with a record of successful forecasting and quota attainment
  • Exceptional communication and discovery skills and strong business acumen
  • A go-getter mentality - thrive in a multitasking environment

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