Account Manager - Strategic

Lightspeed; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading commerce platform company is looking for an Account Manager - Strategic in Montreal. This role focuses on driving retention and growth for high-value customers. The ideal candidate will manage customer relationships, strategize for account success, and ensure overall satisfaction. This position offers flexible hybrid working conditions and robust benefits including unlimited PTO and health coverage.

Benefits

Flexible hybrid work environment (3 days/week in office)

Genuine career growth opportunities

Unlimited paid time off

Health insurance

Wellness benefits

Transit coverage

Parental leave

LinkedIn Learning

Volunteer days

Qualifications

• Experience in an enterprise-level Customer Success or Account Management role in B2B environments.
• Experience managing retention and growth (NRR) for a large book of business.
• Resourcefulness and ability to proactively adjust priorities and strategies.

Responsibilities

• Act as the single point of contact and account owner for Lightspeed’s largest customers.
• Own strategy for each customer in your book of business.
• Responsible for Net Revenue Retention of your book of business.
• Establish and maintain strong relationships with customers.
• Plan and deliver Business Reviews and Success Plans.

Skills

Customer Success Management

Relationship Management

B2B Sales

Project Management

Strategic Planning

Education

Bachelor’s degree in a relevant field

Job description

Hi there! Thanks for stopping by.

We’re looking for a Account Manager - Strategic to join our team in Montreal or Toronto. As an Account Manager - Strategic at Lightspeed, you’ll be part of our NoAM Retail engagement team, with the primary objective of driving retention and expansion of your book of business, which consists of Lightspeed’s highest valued customers.

You aim to be a trusted partner for your customers by taking a collaborative approach to understanding their goals and challenges. You strive to provide consistent value throughout the customer journey, building strong, long-term relationships grounded in mutual trust, making 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 the 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 your book of business, including renewal and expansion.
• Establish and maintain strong relationships with customers, understanding their business, goals, and objectives.
• Plan and deliver Business Reviews and Success Plans, involving Strategic Account Executives as needed.
• Monitor customer usage data, go-live dates, health indicators, and develop strategies for retention and growth.
• Collaborate with internal teams to ensure customer satisfaction and resolve at-risk events.
• Advocate for industry and customer needs within Lightspeed to support innovation.
• Gather customer feedback to improve the end-to-end customer journey and address product gaps.

What you need to bring:

• Experience in an enterprise-level Customer Success or Account Management role in B2B environments.
• Experience managing retention and growth (NRR) for a large book of business.
• Experience contributing to or leading initiatives that help build a new team.
• Resourcefulness and ability to proactively adjust priorities and strategies.

Even better if you have, but not necessary:

• Bachelor’s degree in a relevant field.
• Experience in a fast-paced SaaS or technology environment.
• Industry expertise in retail.

We know that people are more than what’s on their CV. If you’re unsure if you have the right profile for the role, hit the ‘Apply’ button and give it a try!

What’s in it for you?

• Flexible hybrid work environment (3 days/week in office).
• Genuine career growth opportunities.
• Work in a team big enough for growth but lean enough to make a real impact.
• Benefits including RSU program, unlimited paid time off, health insurance, wellness benefits, transit coverage, parental leave, LinkedIn Learning, volunteer days, and more.

Lightspeed is committed to creating an inclusive, barrier-free workplace and welcomes applications from people with disabilities. Accommodations are available on request during all aspects of the selection process.

Where to from here? Check out our career page to learn more about us. Lightspeed was founded in 2005 in Montreal’s gay village, with a strong ethos of inclusion and belonging, and we encourage applications from diverse backgrounds.

Who we are: Lightspeed powers the backbone of the global economy with a comprehensive commerce platform that helps merchants innovate, scale, and provide exceptional customer experiences. Founded in Montreal in 2005, we are publicly listed, with teams across North America, Europe, and Asia Pacific, serving retail, hospitality, and golf businesses worldwide.