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    Team Lead, Customer Success - Toronto, Canada - SysAid

    SysAid
    SysAid Toronto, Canada

    1 week ago

    Default job background
    Technology / Internet
    Description

    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 value expansion in existing customer accounts.
    • 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.

    Qualifications:

    • 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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