Senior Director, Customer Retention & Growth

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SysAid

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

🔌 API

🤖 Artificial Intelligence

☁️ SaaS

💰 $30M Private Equity Round on 2018-11

API • Artificial Intelligence • SaaS

SysAid is a next-generation help desk and IT service management (ITSM) platform that integrates generative AI technology to enhance IT management. With features like AI-powered chatbots and comprehensive asset management, SysAid automates workflows and streamlines operations to improve productivity and user experience. Trusted by over 10 million users globally, SysAid empowers organizations across various sectors by providing exceptional support and efficient ticketing systems, ensuring that IT services run smoothly and effectively.

📋 Description

• Own SysAid’s net revenue retention (NRR) and lead the transformation of the post-sales organization into an AI-enabled, insight-driven growth engine • Drive churn reduction and expansion through upsell and cross-sell strategies • Build AI-enhanced forecasting models for churn risk and expansion propensity • Establish clear ownership across CSMs, AMs, and customer lifecycle stages • Drive AI-powered customer adoption and faster time-to-value across core ITSM capabilities, Spaces, and agentic AI capabilities • Partner with Product and Professional Services to embed AI into onboarding and deliver guided, automated adoption experiences • Operationalize AI-driven health scoring and next-best actions • Design a scalable, AI-driven expansion motion using automated signals, deal insights, business cases, and pricing recommendations • Equip teams with AI copilots for account planning, QBR preparation, and executive storytelling • Build AI agents for continuous customer-health monitoring, risk detection, and automated or human-led interventions • Identify systemic churn drivers and close the loop with Product • Define customer-facing AI use cases that automate IT workflows, improve service delivery, and increase platform ROI • Partner with Product to package AI use cases into value propositions and define agentic AI adoption practices • Deploy internal AI agents for QBR generation, call summaries, action tracking, ticket clustering, root-cause analysis, and renewal and expansion insights • Redesign post-sales workflows to minimize manual work and increase customer-facing time • Aggregate and analyze customer feedback to identify product and experience trends and create feedback loops into Product • Evolve team responsibilities for an AI-first organization and train teams to use AI-generated insights • Define AI-enhanced segmentation and coverage models, establish retention, expansion, adoption, and operational-efficiency KPIs, and hire and develop AI-augmented talent

🎯 Requirements

• 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/automation initiatives in customer-facing teams is a strong plus • Background in ITSM, enterprise SaaS, or workflow platforms preferred • Strong understanding of SaaS retention mechanics and NRR drivers • Strong understanding of customer lifecycle design • Strong understanding of AI/automation use cases in post-sales • Ability to translate AI capabilities into customer business value • Data-driven and systems thinker • Commercially oriented with a growth mindset • Comfortable leading through product and platform transitions • Balances strategic thinking with operational execution • Strong cross-functional influence across Product, Sales, and Engineering

🏖️ Benefits

• No benefits, perks, or compensation extras are specified in the posting