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Strategic Account Manager

2 months ago

Montreal, Quebec, Canada Lightspeed Full time

Strategic Account Manager

We're looking for a seasoned professional to join our Customers team in Montreal or Toronto as a Strategic Account Manager. As a key member of our NoAM Retail engagement team, you'll drive retention and expansion of your book of business consisting of Lightspeed's highest valued customers.

About the Role

  • Act as single point of contact and account owner for Lightspeed's largest and highest valued customers
  • Own and drive the strategy for each customer in your book of business
  • Responsible for driving product adoption and Net Revenue Retention of book of business
  • Plan and deliver Business Reviews and Success Plans, pulling in Strategic Account Executive as needed
  • Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
  • Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
  • Establish and maintain strong relationships with Lightspeed customers with a strong understanding of client's business, goals and objectives
  • Work cross functionally with internal teams to provide second-to-none customer satisfaction and resolution for at-risk events
  • Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

What We're Looking For

  • Minimum 5+ years experience in an enterprise-level Customer Success and/or Account Management role in B2B environments
  • Experience owning retention and growth (NRR) for a large book of business
  • Experience contributing to or owning initiatives that will help build the foundation of a new team
  • Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly

What We Offer

  • A truly flexible hybrid environment (3 days/week in office)
  • Genuine career opportunities in a company that's creating new jobs every day
  • Work in a team big enough for growth but lean enough to make a real impact

Benefits

  • Lightspeed RSU program (we are all owners)
  • Unlimited paid time off policy
  • Flexible working policy
  • Health insurance
  • Health and wellness benefits
  • Possibility for transit fees to be covered
  • Paid leave assistance for new parents
  • Access to LinkedIn learning
  • Volunteer day

About Lightspeed

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Our Story

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who We Are

Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.