Strategic Account Manager

Lightspeed Commerce, Inc.•Montreal, QC

1d•Hybrid

About The Position

As a Strategic Account Manager at Lightspeed, you’re part of our NoAM Retail engagement team and your primary objective will be to drive retention and expansion of your book of business consisting of Lightspeed’s highest valued customers. You 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, and that make every customer feel valued. Your ultimate goal is to help our customers achieve their desired outcomes, while exceeding their expectations at every step.

Requirements

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

Nice To Haves

Bachelor’s degree in a relevant field
Experience in a fast paced SaaS and/or technology-related field
Industry expertise in retail

Responsibilities

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

Benefits

A flexible work environment that empowers you to do your best work
A culture that celebrates performance
The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard
Career-defining opportunities
Flexible paid time off and remote work policies
Equity options, because this is your company too
Contributions to your 401k. Your future matters
Training opportunities to grow your skills and career
Health and wellness credit so you feel your best
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 to support growing families