VP of Customer Success

Israel · Full-time · Management

About The Position

SysAid Technologies Ltd, is looking for a senior executive, a visionary leader, to drive success for our customers and deal with a broad spectrum of tasks, including developing strategic objectives and leading the process to improve the customer experience and develop SysAid’s established base of customer advocates.

 

Working at SysAid:

SysAid is a global company, a leader in providing comprehensive IT management solutions, with offices in Israel, Canada, Romania, and Brazil.

We are a multicultural, success-driven, and customer-centric company.

SysAid's mission is to simplify IT admin’s day to day life.

Our ITSM solution provides a wide range of features, capabilities, and services.

From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast support from a single view in minimum time.

We serve over 10,000 admins across 140 countries, and our solution is available in 42 languages.

Available in cloud and on-premises.

Our employees enjoy working together across the various teams and regions, taking ownership and driving the company to new frontiers.

Our unique DNA enables people to step up and do something different, which is a common theme across the organization. We cherish a very open environment that allows every person, no matter what their role is, to engage with anyone else at any time, and share new ideas.

Responsibilities:

Drive customer success outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-selling and up-selling
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and referenceability

Define and optimize customer lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement and learn from industry best practices

Measure effectiveness of customer success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for reviews within team

Lead world-class customer success team

  • Motivate and lead teams of about 15-20 client success account managers to ensure alignment to clients’ goals
  • Oversee the hiring, ongoing training, compensation, and development of account management team
  • Foster collaboration within team and across customer lifecycle
  • Collaborate with marketing, product, and sales departments; and align with executive team around key metrics and objectives


Requirements

  • 5+ years’ experience in customer success in the software B2B hi-tech industry SaaS/cloud products
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • 5+ years of management experience with progressive scope and responsibilities
  • Proven track record of achieving revenue and growth targets of up to $50k million
  • Strong leadership abilities including: high accountability, proactive, and collaborative
  • Ability to influence through persuasion, negotiation, and consensus building
  • English (written and spoken) at native English-speaker level - MUST

 

The ideal candidate: 

  • Has strong work ethics, excellent interpersonal, management, and leadership skills
  • Proven track record in recruiting, training, managing, and retaining top account management professionals
  •  Has proven work experience in a fast-paced environment
  •  Exemplifies resourcefulness, creativity, and attention to details



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