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SysAid is a dynamic SaaS company specializing in IT Service Management while pioneering generative/conversational AI. We are recognized as a leading innovator in the industry, featured in the Gartner Magic Quadrant for ITSM, and honored with AWS’s prestigious Rising ISV Star Award. With over 4,000 clients across 140 countries and a daily impact on over 9 million end-users, we are committed to transforming the ITSM landscape.
As a Team Lead, Customer Success you are not just leading a global team of CSMs; you’re a mentor, guide, and operational support in a dynamic, fast-growing environment.
Who You Are:
You possess a genuine empathy for customers and team members, always ready to understand and address challenges.
A passionate motivator, you inspire your team with dedication and creativity in problem-solving.
Ownership and accountability are your watchwords, ensuring effective management of tasks and responsibilities.
You’re a proactive team player, thriving in dynamic environments and skillfully prioritizing tasks.
Responsibilities:
Player-coach:
Manage your book of business and the life-cycle of account management activities, nurturing customer relationships.
Develop strategic plans for growth opportunities in existing customer accounts.
Articulate SysAid’s value proposition clearly and effectively.
Drive customer adoption of our solutions, focusing on continuous improvement for satisfaction and retention.
Leader Responsibilities:
Lead and motivate a team of Client Success Managers to align with clients’ goals.
Foster a positive and collaborative team culture that encourages innovation and continuous improvement with your direct reports.
Identify growth opportunities within your team members’ account portfolio
Collaborate with cross-functional teams, transmitting customer insights and feedback throughout the company.
Monitor, collect, and escalate issues for proper internal and external follow-up, communication, and resolution.
Requirements 6+ years in customer success in the software B2B hi-tech industry (SaaS/AI products).
2-3 years of successful management experience.
Proven ability to deliver client-focused solutions based on customer needs.
Results-oriented with a strong track record in achieving business objectives.
Exceptional leadership qualities, including high accountability, proactivity, and thoughtfulness.
Hands-on, can-do mentality, comfortable in fast-paced environments.
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You’ve got a unique set of skills that no job post can capture – no problem. Show us what you got and we’ll see if anything fits. Send your CV to [email protected]
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