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About the Role

SysAid is seeking a Senior Director of Customer Retention & Growth to own net revenue retention (NRR) and lead the transformation of the post-sales organization into an AI-enabled, insight-driven growth engine. This role is critical to scaling operations, driving proactive customer engagement, and leveraging agentic AI to deliver measurable outcomes.

Responsibilities

• Own Net Revenue Retention (NRR) strategy including churn reduction and expansion
• Build AI-enhanced forecasting models for churn risk and expansion propensity
• Drive adoption of core ITSM capabilities, Spaces, and agentic AI features
• Partner with Product and Professional Services to embed AI into onboarding and adoption journeys
• Design a structured, AI-powered expansion motion to identify signals and generate deal insights
• Equip teams with AI copilots for account planning and executive storytelling
• Build AI agents to monitor customer health and trigger proactive risk interventions
• Define customer-facing AI use cases and value propositions
• Deploy internal AI agents to automate QBR generation, call summaries, and ticket analysis
• Aggregate and cluster customer feedback to identify product trends and systemic issues
• Redefine team roles for an AI-first organization, transitioning staff to outcome-focused positions
• Build and lead a high-performing, AI-native team with defined segmentation and coverage models

Requirements

• 10+ years in SaaS Customer Success, Account Management, or Growth
• At least 5 years in management roles
• Proven ownership of retention and expansion targets
• Strong understanding of SaaS retention mechanics and customer lifecycle design
• Ability to translate AI capabilities into customer business value
• Data-driven and systems-thinking mindset
• Commercially oriented with a growth mindset
• Strong cross-functional influencing skills across Product, Sales, and Engineering

Skills

• AI and automation strategy
• Net Revenue Retention (NRR) management
• Customer lifecycle design
• Predictive analytics
• Strategic planning
• Operational execution
• Cross-functional leadership
• ITSM domain knowledge

Experience Level

• 10+ years in SaaS Customer Success, Account Management, or Growth
• 5+ years in manager roles

About the Company

• SysAid is a leading IT Service Management (ITSM) platform helping organizations deliver exceptional service experiences.
• The company is currently evolving its platform with innovations like Spaces and agentic AI.