Customer Success Manager- Enterprise

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Sys Aid, 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 Sys Aid.

• True customer empathy and a passion for solving problems
• Personable and enthusiastic professional
• Strong sense of ownership and accountability
• Ability to identify and drive urgency
• Proactive, with excellent foresight and planning skills
• Ability to work under pressure in a dynamic environment
• Strong prioritization, time management, and organizational skills

• Be a trusted advisor and partnership manager for Sys Aid’s largest enterprise customers – your 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 bug requests and new feature requests, work with operational departments to prioritize, and set the customer’s expectations

• 5+ years of experience in Customer Success or Account Executive roles, handling enterprise‑sized accounts in the SaaS AI industry
• Bachelor’s 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

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

Mid‑Senior level

Full‑time

Other

Software Development