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 cutting-edge AI strategies at SysAid.

📌 Senior Director Of Customer Retention At Sysaid Toronto
🏢 Socket.dev
📍 Toronto