Senior Client Success Manager - NuORDER (18-month fixed-term contract)

Lightspeed Commerce, Inc. • Montreal, QC

22h • Remote

About The Position

NuORDER by Lightspeed is seeking a Senior Client Success Manager (CSM) to join its B2B Client Success team. This role is pivotal in driving customer retention, expanding revenue through upsells and cross-sells, and ensuring strong product adoption and engagement across the customer lifecycle. Client Success at NuORDER by Lightspeed is about strategic partnership—engaging with customers from pre-close through renewal to maximize their investment and long-term success. CSMs take a proactive approach by building strong relationships, deeply understanding customers’ business objectives, and guiding them toward measurable outcomes. The CSM is responsible for ensuring seamless onboarding, increasing product adoption, identifying expansion opportunities, mitigating churn risks, and fostering customer advocacy. By leveraging data-driven insights and regular touchpoints, they help customers realize the full value of NuORDER’s solutions, ensuring both customer satisfaction and revenue growth. This is a 18-month fixed-term contract position.

Requirements

• Bachelor’s degree (any field)
• 5 to 7 years of experience in Customer Success, Client Success, or Account Management within both SaaS and wholesale/retail industries
• Strong strategic and problem-solving skills, with the ability to anticipate change and adjust priorities proactively
• Excellent communication skills in English and French, both written and verbal
• Proven ability to drive retention, product adoption, and customer engagement through data-driven insights and proactive strategies

Nice To Haves

• Experience with CRM and customer engagement tools (e.g., Salesforce, ChurnZero, Zendesk)

Responsibilities

• Serve as a strategic partner to customers, ensuring a seamless transition, adoption, and long-term success with Lightspeed’s solutions.
• Manage a multimillion-dollar book of business, guiding customers through the full lifecycle - from onboarding to training, and adoption to expansion and renewal.
• Build deep, trusted relationships with key stakeholders to protect and grow the book of business - proactively hunting for downgrade saves, and identifying expansion opportunities through product upsells and brand cross-sells.
• Identify and close best-fit accounts for Lightspeed Payments, ensuring successful go-live and driving continued growth in payments penetration across the book - positioning payments as a core value driver for customers while generating incremental revenue for the business.
• Develop and execute proactive engagement strategies, including health checks, advocacy opportunities, and value-driven touchpoints aligned with key customer milestones.
• Leverage customer usage data, health indicators, and lifecycle insights to drive retention, maximize product adoption, and identify expansion opportunities.
• Collaborate cross-functionally with Sales, Account Management, Product, and Support teams to mitigate risk, address product gaps, and enhance the overall customer experience.
• Act as the voice of the customer, funneling feedback to internal teams to improve platform functionality, optimize workflows, and drive customer success at scale.

Benefits

• Flexible paid time off and remote work policies
• Equity options
• Contributions to your pension plan
• Training opportunities to grow your skills and career
• Health and wellness credit
• Time off to volunteer and give back to your community
• Interest groups, employee led networks, social committees to sponsored sports teams
• Computer purchase program to get your personal Macbook
• Enhanced parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior