Customer Success Manager

3 weeks 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

Lightspeed is seeking a full-time Customer Success Manager (CSM) to join its Retail Engagement team. Their main objective will be to maintain customer and revenue retention and facilitate upsell/cross-sell of services. This position can be based anywhere in **Montreal and Toronto**.

Customer Success can be defined as engaging with customers from pre-close through renewal, they ensure our customers feel confident in the investment they are making. They have a proactive approach consisting of building relationships with new and existing customers, having an in-depth understanding of their business and product goals, and helping them meet those goals through regular contact.

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 responsible for**
- 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'll be bringing to the team**
- 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 and in French, both written and verbal

**Even better if you have, but not necessary**
- Bachelor's degree in business, social sciences, or a related field
- Experience in a SaaS and/or technology-related field
- Industry expertise in retail

**Who you are**
- Results-driven, self-motivated, and autonomous
- Ability to thrive under pressure in an extremely fast-paced environment
- Excellent judgment and an ability to resolve conflict quickly and efficiently
- High attention to detail with strong analytical skills and an ability to translate data into insights
- Well-developed organizational skills
- Ability to build trust and communicate effectively with both day-to-day users and executive-level stakeholders

**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)
- Company pension program
- Health and wellness benefit
- Paid leave and assistance for new parents
- Language classes & LinkedIn Learning license
- 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.

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