(Remote) Client Success Manager

1 month ago

Toronto ON, Canada Lightspeed Commerce Full time

Hi there Thanks for stopping by
Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place
We are looking for a Retail Engagement Manager to be responsible for overall customer satisfaction, reference-ability, building and managing long-term business relationships between NuORDER and our mid-market and enterprise brand & retailer customers. This role is responsible for driving effective product adoption to ensure customers are getting maximum value from our solution. The focus of this position is customer satisfaction which drives revenue growth and helps make our customers lifelong customers and the best advocates of NuORDER.
What you’ll be doing:
Become a NuORDER product expert, coach, & train customers on how to best use NuORDER based on their business needs
Influence customer lifetime value through increased product adoption, customer satisfaction and overall health scores
Drive customers' product adoption, through development and advocacy of best practices to secure ROI
Support ongoing customer enablement to make sure NuORDER is optimized to meet the customers' needs
Advise customers on product feature enhancements as they are released
Engage and guide customers before, during and after opportunities for high utilization such as peak selling periods to maximise adoption
Generate reporting on customer software adoption to identify low-usage customers; create & execute plan to increase usage
Consistently measure, track, and report on the metrics and health of accounts
Act as a partner with Account Managers/Country Lead to drive retention and upsells
Be the main POC for customer usage and product functionality questions
Represent the technical "Voice of the Customer" within NuORDER
Provide on-site support to the customers during key buying/selling periods and throughout the launch process.
Conduct discovery and participate in the launch process & planning for new clients.
A little bit of:
~ Contributing as part of the wider GTM team to achieve organizational objectives even if this means doing things that aren’t strictly within the scope of your role.

What you need to bring:
~4+ years customer success (SaaS) experience required
~ Relevant wholesale/retail experience (Sales, Operations, Planning, Merchandising, Buying, etc.)
~ Bachelor's degree or higher
~ Ideally bilingual (french or german)

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try
What’s in it for you?
Come live the Lightspeed experience...
Ability to do your job in a truly flexible environment;
Genuine career opportunities in a company that’s creating new jobs everyday;
Work in a team big enough for growth but lean enough to make a real impact.
… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:
Lightspeed share scheme (we are all owners)
Lightspeed RSU program (we are all owners)
Unlimited paid time off policy
Flexible working policy
Health insurance
Health and wellness benefits
Paid leave assistance for new parents
Linkedin learning
Volunteer day
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