Growth & Retention Lead, Digital Success

1 week ago

Toronto, 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.


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 that is managed by mostly digital efforts. This is our largest segment of customers from a logo count perspective and total revenue contribution.


SysAid is looking for a Digital Growth Lead (Customers) who is passionate about scaling mostly digital efforts to improve customer experience and increase product adoption, to drive net retention revenue. She or he is a strong cross-functional leader, with a proven track record of being able to scale revenue efforts using one to many digital campaigns. This individual will manage a small team of Account Executives (currently 2), as well as a Renewals Specialist. She/he will also have a Marketing Campaign Manager reporting through a dotted line. (Potentially a CS Ops dotted line resource as well).


Who you are:

  • You love scaling efforts for maximum impact and efficiency
  • You’re a creative leader who not only has a playbook from experience but also can write new playbooks based on market conditions and course correction
  • A strong cross-functional leader who can build the right internal relationships to ensure success
  • Strong sense of ownership and accountability
  • Demonstrated a history of driving change in the organization
  • Implemented sustainable standard practices and supporting digital solutions
  • Knowledge and experience working with digital, data to drive decision making
  • Strong awareness of data best practices and what’s possible with rich data
  • Excellent communication skills and ability to build compelling narratives with Digital and data and convince stakeholders
  • Ability to frame and complete a high-level business case as part of driving change
  • Have a “get things done” attitude. This role is about inspiring change, but committing to your business leaders to get them the data they need
  • Ability to “get hands dirty” and hands-on, and develop digital solutions, dashboards, and work with Technology team


What you bring:

  • 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


Qualifications:

  • Serve as part of the Customer Revenue Leadership Team and report on key business and operational activities related to how we improve the overall customer experience while delivering on KPIs and revenue targets
  • Manage the pipeline of the Digital Sales Channel
  • Own the in-product sales experience for existing customers
  • 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
  • Build a structured, repeatable onboarding program that enables scaled customers to get started quickly and efficiently
  • 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
  • Partner with Product and Support to ensure customer issues are resolved effectively and provide concise customer feedback to inform the product roadmap
  • Collaborate with Marketing to create campaigns, webinars, and content specifically tailored for the scaled customer segment


Key Success Measures of this role:

  • Net retention revenue (churn rate, expansion revenue)
  • Net Promoter Score, CSAT
  • Pipeline health (ratio of targets)
  • Product Adoption metrics

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