BMO mortgage retention specialist advising Canadian clients on mortgage renewals and home - financing solutions. Driving sales, pricing negotiations, compliance, and customer retention through virtual channels.
About the role
- Leading SysAid’s AI-enabled customer retention and expansion strategy. Transforming post-sales operations for SysAid’s ITSM platform through automation, adoption, and predictive growth.
Responsibilities
- Own SysAid’s net revenue retention (NRR) and lead the transformation of the post-sales organization into an AI-enabled, insight-driven growth engine
- Drive churn reduction and expansion through upsell and cross-sell strategies
- Build AI-enhanced forecasting models for churn risk and expansion propensity
- Establish clear ownership across CSMs, AMs, and customer lifecycle stages
- Drive AI-powered customer adoption and faster time-to-value across core ITSM capabilities, Spaces, and agentic AI capabilities
- Partner with Product and Professional Services to embed AI into onboarding and deliver guided, automated adoption experiences
- Operationalize AI-driven health scoring and next-best actions
- Design a scalable, AI-driven expansion motion using automated signals, deal insights, business cases, and pricing recommendations
- Equip teams with AI copilots for account planning, QBR preparation, and executive storytelling
- Build AI agents for continuous customer-health monitoring, risk detection, and automated or human-led interventions
- Identify systemic churn drivers and close the loop with Product
- Define customer-facing AI use cases that automate IT workflows, improve service delivery, and increase platform ROI
- Partner with Product to package AI use cases into value propositions and define agentic AI adoption practices
- Deploy internal AI agents for QBR generation, call summaries, action tracking, ticket clustering, root-cause analysis, and renewal and expansion insights
- Redesign post-sales workflows to minimize manual work and increase customer-facing time
- Aggregate and analyze customer feedback to identify product and experience trends and create feedback loops into Product
- Evolve team responsibilities for an AI-first organization and train teams to use AI-generated insights
- Define AI-enhanced segmentation and coverage models, establish retention, expansion, adoption, and operational-efficiency KPIs, and hire and develop AI-augmented talent
Requirements
- 10+ years in SaaS Customer Success, Account Management, or Growth
- At least 5 years in manager roles
- Proven ownership of retention and expansion targets
- Experience leading AI/automation initiatives in customer-facing teams is a strong plus
- Background in ITSM, enterprise SaaS, or workflow platforms preferred
- Strong understanding of SaaS retention mechanics and NRR drivers
- Strong understanding of customer lifecycle design
- Strong understanding of AI/automation use cases in post-sales
- Ability to translate AI capabilities into customer business value
- Data-driven and systems thinker
- Commercially oriented with a growth mindset
- Comfortable leading through product and platform transitions
- Balances strategic thinking with operational execution
- Strong cross-functional influence across Product, Sales, and Engineering
Benefits
- No benefits, perks, or compensation extras are specified in the posting
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