Customer Success Manager

1 month ago

Toronto, Canada Lightspeed Commerce Full time

**Hi there Thanks for stopping by**

Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

We're looking for a Customer Success Manager (CSM) to join our Retail Engagement team in Toronto. You will maintain customer and revenue retention and facilitate upsell/cross-sell of services. The CSM is responsible for educating customers to ensure they are leveraging all available services, managing at-risk events, and identifying opportunities for customer advocacy.

**What you'll be doing**:

- Serve as a key post-sale resource for customers including establishing and managing individualized adoption plans and removing any potential roadblocks that may arise
- Plan and manage the delivery of proactive health checks and advocacy opportunities in line with customer milestones
- Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
- Collaborate across departments to resolve at-risk events
- Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

**What you need to bring**:
We're a team of 20 people located in North America. Our team is responsible for fostering meaningful relationships by partnering with our customers, understanding their business goals, and crafting a journey that delivers value at every step.
- Firsthand experience in a Customer Success or Account Management role in B2B environments
- Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
- Polished communication skills in English both written and verbal (French is an asset)
- Bachelor's degree in business, social sciences, or a related field (asset)
- Experience in a SaaS and/or technology-related field (asset)
- Industry expertise in retail (asset)

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 hybrid environment (3 days/week in office);
- 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 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
- Linkedin learning
- Volunteer day**Where to from here?**
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you're proud to come to every day. For a glimpse into our world check out our career page here.

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.
- 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.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.

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