Senior Strategic Account Manager

4 weeks ago

Toronto, Ontario, Canada Tbwa ChiatDay Inc Full time
Senior Strategic Account Manager

We're seeking a Senior Strategic Account Manager to join our Customers team in Montreal or Toronto.

As a Senior Strategic Account Manager at Lightspeed, you'll be part of our NoAM Retail engagement team, driving retention and expansion of your book of business consisting of Lightspeed's highest valued customers.

You will strive to be a trusted partner for your customers by taking a collaborative approach to understanding their goals and challenges. You aim to provide consistent value throughout the customer journey, building strong, long-term relationships that are grounded in mutual trust, making every customer feel valued. Your ultimate goal is to help our customers achieve their desired outcomes, while exceeding their expectations at every step.

Key Responsibilities:
  1. Act as a single point of contact and account owner for Lightspeed's largest and highest valued customers.
  2. Own and drive the strategy for each customer in your book of business.
  3. Responsible for Net Revenue Retention of book of business, including renewal and expansion.
  4. Establish and maintain strong relationships with Lightspeed customers with a strong understanding of the client's business, goals, and objectives.
  5. Plan and deliver Business Reviews and Success Plans, pulling in Strategic Account Executives as needed.
  6. Monitor customer usage data, go-live dates, and health indicators and translate them into strategies for account retention and growth.
  7. Work cross-functionally with internal teams to provide second-to-none customer satisfaction and resolution for at-risk events.
  8. Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation.
  9. Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps.
Requirements:
  1. Minimum 7+ years experience in an enterprise-level Customer Success and/or Account Management role in B2B environments.
  2. Experience exceeding a retention and growth (NRR) target for a valuable book of business.
  3. Experience contributing to or owning initiatives that will help build the foundation of a new team.
  4. Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.
Nice to Have:
  1. Bachelor's degree in a relevant field.
  2. Experience in a fast-paced SaaS and/or technology-related field.
  3. Industry expertise in retail.

About Us:
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.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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