Customer Success Manager

At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative AI-powered Service Management platform is transforming how businesses operate globally.

We are seeking a Customer Success Manager to join our team and support some of our largest global customers. This role goes beyond traditional customer relationship management—you will act as a strategic advisor helping customers maximize the value of SysAid’s platform through AI adoption, automation, and innovative service management practices.

Your primary responsibility will be to drive customer outcomes, retention, expansion opportunities, and long-term partnerships. You will guide customers through their AI journey, helping them identify opportunities to leverage AI-powered capabilities, adopt emerging technologies such as Agentic AI workflows, and transform the way they operate. The ultimate goal is to become a trusted partner and advocate for your customers within SysAid while ensuring measurable business impact.

At SysAid, we provide affordable, innovative, and intuitive ESM solutions aligned with industry best practices to help customers streamline operations and automate business processes. Our customers’ success is our success, and we continue to evolve alongside their changing needs in a rapidly transforming business and technology landscape.

Who you are:

• A personable and enthusiastic professional with strong relationship-building skills
• Strong sense of ownership and accountability
• Proactive with excellent foresight, planning, and problem-solving skills
• Ability to identify urgency and drive action
• Strong customer empathy with a passion for helping customers succeed
• Naturally curious about emerging technologies, AI trends, and business transformation
• Comfortable leading conversations around innovation, change management, and technology adoption
• Strong prioritization, organizational, and time management skills
• Able to thrive in fast-paced and dynamic environments

What you will do:

• Serve as a trusted advisor and strategic partner for SysAid customers, acting as their primary point of contact
• Build and maintain executive and operational relationships across customer organizations
• Drive customer retention, renewal, and expansion opportunities across your portfolio
• Lead regular business reviews focused on value realization, customer outcomes, and strategic planning
• Drive adoption of SysAid AI capabilities by identifying customer use cases and aligning solutions to business objectives
• Help customers identify opportunities to improve productivity and operational efficiency through AI-driven workflows and automation
• Guide customers in adopting emerging technologies including AI-powered assistants, automation capabilities, and Agentic AI workflows where appropriate
• Develop customer success plans with measurable outcomes and KPIs
• Conduct account health reviews and proactively identify risks and opportunities
• Create scalable success strategies that accelerate customer maturity and long-term platform adoption
• Collaborate closely with Product, AI, Support, Sales, and Engineering teams to advocate for customer needs and drive successful outcomes
• Act as an escalation point for customer concerns, feature requests, and strategic initiatives while managing expectations and ensuring alignment

• 3+ years of experience in Customer Success, Account Management, or related customer-facing roles managing enterprise or mid-market SaaS customers
• Bachelor's degree or equivalent experience
• Experience managing a significant book of business with a proven record of retention, forecasting, and quota attainment
• Strong communication, presentation, and discovery skills with excellent business acumen
• Experience driving technology adoption and customer value realization initiatives
• Familiarity with AI technologies, automation platforms, AI-enabled SaaS products, or emerging Agentic AI concepts is strongly preferred
• Experience leading executive-level conversations and influencing stakeholders across organizations
• A growth mindset with a passion for innovation and continuous learning
• Thrives in a fast-paced, collaborative environment