Account Manager - Strategic

Account Manager - Strategic

Hi there! Thanks for stopping by.

We're looking for an Account Manager - Strategic to join our team in Montreal or Toronto. As an Account Manager - Strategic 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.

What you'll be doing:

• 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 Net Revenue Retention of book of business, including renewal and expansion
• Establish and maintain strong relationships with Lightspeed customers with a strong understanding of client's business, goals and objectives
• 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
• Work cross functionally with internal teams to provide second-to-none customer satisfaction and resolution for at-risk events
• Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
• Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

What you need to bring:

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

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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.