SysAid Appoints Francis Li to Chief Revenue Officer as Growth Accelerates
[Toronto, Canada]– July 15, 2026 SysAid, a leading provider of AI-first Enterprise and IT Service Management solutions, today announced the appointment of Francis Li to Chief Revenue Officer. The appointment comes as SysAid builds on strong commercial momentum, with gross revenue retention above 90%, expansion revenue growing 27% year over year in the first half of 2026, and acquisition 37% year over year. Francis owns the full revenue and customer lifecycle, unifying new logo acquisition, customer success, expansion, and partner management under a single accountable leader.
As organizations accelerate their adoption of agentic AI for IT operations, SysAid is capturing that demand across both new customers and its installed base of over 3,000 organizations. Appointing a CRO puts one leader driving the entire revenue engine at the moment it matters most, and follows a series of executive leadership investments designed to catapult the company through its next chapter of growth.
Francis brings more than 20 years of experience as a hands-on sales and operations leader. He has spent over six years at SysAid, rising from Vice President of Customer Success to Chief Customer Officer and General Manager of North America, where he built and scaled the company’s global customer organization. Under his leadership, customers reported high ROI and customer satisfaction, as demonstrated by industry-leading retention rates, and became SysAid’s strongest advocates. Prior to SysAid, Francis served as Head of Sales Operations at Intuit and held senior sales and customer leadership roles at Softchoice, where he owned new business acquisition for the SMB and mid-market segments as well as existing customer growth across SMB, mid-market, and enterprise. He holds an Honors B.A. in Economics from the University of Toronto and completed executive education at Queen’s University.
“Our momentum is accelerating, and momentum is exactly when you invest in leadership,” said Avi Kedmi, CEO of SysAid. “Customers are deepening their commitment with SysAid – growing, expanding, and betting on agentic AI with us. Francis built the organization behind those results. Putting the full revenue lifecycle under his leadership is how we turn this momentum into our next phase of growth, with every customer experiencing one team and one standard of accountability from first demo to full-scale AI.”
“The best measure of this change is what our customers feel,” said Francis Li, CRO of SysAid. “From the moment you meet an account executive, define your needs with a solution engineer, and onboard with a customer success manager, to the day your AI agents are resolving incidents on their own, you work with one team that knows your goals and carries them through. No hand-offs, no starting over. Your success is the number I own.”
As part of the new structure, SysAid is expanding its regional leadership model, with leaders owning the full customer lifecycle in their markets, so decisions are made closer to the customer.
About SysAid
SysAid is on a mission to liberate organizations by putting AI to work for them and their people. Built on a robust ITSM platform, SysAid’s Agentic AI adds a powerful operational layer to IT, automating repetitive tasks and freeing teams from reactive work. AI Agents take the first action, so IT pros intervene only when truly needed, enabling focus on optimization, innovation, and strategic challenges. Organizations can go live in weeks with rapid onboarding and no heavy migrations. SysAid’s AI is purpose-built for IT, delivering security and governance by design, along with award-winning support to ensure long-term success.
With over 3,000 customers, SysAid partners with organizations from small businesses to Fortune 500 enterprises across 140 countries. For more information, visit www.sysaid.com.
