Digital Customer Success Strategist

1 week ago

Toronto, Ontario, Canada SysAid Technologies Full time
About SysAid Technologies

At SysAid, we're on a mission to empower organizations by leveraging AI for their success. 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.

The Customer Revenue Team is responsible for the retention and expansion of SysAid customers. With a global customer base of thousands of customers, we have a unique opportunity to drive net retention revenue from our customer base through mostly digital efforts. This is our largest segment of customers from a logo count perspective and total revenue contribution.

$120,000 - $180,000 Annual SalaryJob Description:

We're seeking a Digital Customer Success Strategist who will manage a small team of Account Executives (currently 2), as well as a Renewals Specialist. This individual will also have a Marketing Campaign Manager reporting through a dotted line. The ideal candidate will be a strong cross-functional leader with a proven track record of scaling revenue efforts using one-to-many digital campaigns.

Key Responsibilities:
  • Develop and execute scalable customer engagement strategies, including automated check-ins, product tips, and digital resources
  • Manage a large volume of accounts by utilizing technology to automate the customer journey, increase adoption, and drive customer satisfaction
  • Create self-service resources such as knowledge bases, video tutorials, and community forums to support product adoption
  • Coordinate with Product and Marketing to develop content that addresses common adoption barriers for scaled customers
  • Collect and analyze customer feedback to advocate for product improvements and new features that cater to the needs of scaled accounts
  • Use analytics to segment accounts based on engagement, adoption, and growth potential to provide a targeted, data-driven approach
  • Implement A/B testing for engagement tactics to optimize automated touchpoints and customer communications
  • Work closely with your AEs to identify expansion opportunities and upsell within scaled accounts
Requirements:
  • 3+ years of Customer Success, Account Management, or a similar client-facing role, within a SaaS environment, preferably with an organization that is more focused on SMB
  • 2+ years of experience managing Account Managers/Account Executives at a SaaS company
  • Critical decision-making capabilities and an 'own the result' professional attitude
  • High sense of urgency, who thrives in a fast-paced, monthly target-oriented environment
  • Experience using a Product Experience Platform (i.e., Pendo)
  • Bachelor's degree in Computer Science, Marketing, or eCommerce preferred
  • Proven track record of managing scaled accounts or working within a digital customer success model
  • Familiarity with customer success software and CRM platforms, CS tools, and Product Adoption Tools (I.e., Pendo)
  • Strong analytical skills with the ability to interpret customer data and segment accounts effectively
  • Excellent communication skills with experience in content creation, particularly for digital or automated customer touchpoints
  • Proven ability to work effectively within a team, sharing insights and supporting peers to achieve collective goals
  • Experience in a fast-paced, dynamic grow-up environment with changing priorities

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