Customer Success Manager- Enterprise

SysAid Technologies; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A pioneering SaaS company in Enterprise Service Management seeks an experienced Enterprise Customer Success Manager in Toronto. You will drive net retention revenue by becoming a trusted partner for large enterprise clients. The ideal candidate has 5+ years of experience in customer success, exceptional communication skills, and a strong business acumen. This position offers an innovative approach to managing customer relationships and is key to the company's growth.

Qualifications

• 5+ years of experience in Customer Success or Account Executive roles, handling enterprise-sized accounts.
• Experience managing a million-dollar book of business.
• Proven record of successful forecasting and quota attainment.

Responsibilities

• Be a trusted advisor and partnership manager for enterprise customers.
• Manage the renewal cycle and contract processing.
• Conduct account health checks and analysis.
• Collaborate with multiple departments to drive customer success.

Skills

Customer Success Management

Exceptional communication

Business acumen

Multitasking

Education

Bachelor Degree

Job description

Overview

SysAid, a pioneering SaaS company in Enterprise Service Management, is celebrated for innovation and industry leadership. Featured in Gartner's ITSM Magic Quadrant and honored with AWS's Rising ISV Star Award, we serve 4,000+ clients spanning 140 countries, impacting over 9 million daily users. Our commitment? Revolutionizing Enterprise Service Management with Generative AI.

We seek an Enterprise Customer Success Manager 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 a constantly changing business and IT landscapes.

Responsibilities

• Be a trusted advisor and partnership manager for SysAid’s largest enterprise 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
• Prepare and present Quarterly and Executive Business Reviews
• Create value for customers by building strategic partnerships and identifying success criteria
• 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\' expectations

Requirements

• 5+ 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

Key Success Measures

• Retention rate
• Expansion target
• Increase and maintain a healthy Net Promoter Score (CS NPS)
• Drive multi-year renewal contracts