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 Service Management platform is transforming how businesses operate globally.

The Customer Revenue Team is responsible for the retention and expansion of SysAid customers. With a Global customer base of thousands of customers, we have a unique opportunity to drive net retention revenue from our customer base that is managed by mostly digital efforts. This is our largest segment of customers from a logo count perspective and total revenue contribution.

SysAid is looking for a Director of Small Business who is passionate about scaling mostly digital efforts to improve customer experience and increase product adoption, to drive net retention revenue. She or he is a strong cross-functional leader, with a proven track record of being able to scale revenue efforts using one to many digital campaigns. This individual will manage a small team of Account Executives (currently 2), as well as a Renewals Specialist. She/he will also have a Marketing Campaign Manager reporting through a dotted line. (Potentially a CS Ops dotted line resource as well)

Who you are:

• You love scaling efforts for maximum impact and efficiency
• You’re a creative leader who not only has a playbook from experience but also can write new playbooks based on market conditions and course correction
• A strong cross-functional leader who can build the right internal relationships to ensure success
• Strong sense of ownership and accountability
• Demonstrated a history of driving change in the organization
• Implemented sustainable standard practices and supporting digital solutions
• Knowledge and experience working with digital, data to drive decision making
• Strong awareness of data best practices and what’s possible with rich data
• Excellent communication skills and ability to build compelling narratives with Digital and data and convince stakeholders
• Ability to frame and complete a high-level business case as part of driving change
• Have a “get things done” attitude. This role is about inspiring change, but committing to your business leaders to get them the data they need
• Ability to “get hands dirty” and hands-on, and develop digital solutions, dashboards, and work with Technology team

What you bring:

• 3+ years of Customer Success, Account Management, or a similar client-facing role, within a SaaS environment, preferably with an organization that is more focused on SMB
• 2+ years of experience managing Account Managers/Account Executives at a SaaS company
• Critical decision-making capabilities and an “own the result” professional attitude
• High sense of urgency, who thrives in a fast-paced, monthly target-oriented environment
• Experience using a Product Experience Platform (i.e. Pendo)
• Bachelor’s degree in Computer Science, Marketing, or eCommerce preferred
• Proven track record of managing scaled accounts or working within a digital customer success model
• Familiarity with customer success software and CRM platforms, CS tools, and Product Adoption Tools (I.e. Pendo)
• Strong analytical skills with the ability to interpret customer data and segment accounts effectively
• Excellent communication skills with experience in content creation, particularly for digital or automated customer touchpoints
• Proven ability to work effectively within a team, sharing insights and supporting peers to achieve collective goals
• Experience in a fast-paced, dynamic grow-up environment with changing priorities