Lead customer retention initiatives at SysAid, a top ITSM platform. Drive growth through AI-powered strategies that enhance customer engagement and reduce churn in this pivotal leadership role.
As a Senior Director at SysAid, you will own the net revenue retention (NRR) while transforming the post-sales organization into an AI-enabled growth force. This position demands expertise in churn reduction, upselling, and developing AI forecasting models. You will collaborate closely with internal teams to ensure customer adoption of core ITSM features.
Key Responsibilities:
• Own net revenue retention and drive churn reduction strategies
• Develop AI-driven forecasting models for churn risk and expansion
• Ensure customer adoption of ITSM capabilities and Spaces interface




• Design an AI-driven growth engine identifying expansion signals
• Monitor customer health with AI agents for proactive support
Requirements:
• 10+ years in SaaS Customer Success or Account Management
• Proven success in retention and expansion targets
• AI/automation leadership in customer-facing teams
• Robust understanding of SaaS retention mechanics
• Data-driven mindset with customer lifecycle design
Elevate customer experiences and drive growth with innovative AI strategies at SysAid.
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📌 Senior Director of Customer Retention at SysAid (Toronto)
🏢 Socket.dev
📍 Toronto