Senior Client Success Manager

Gofractional; Montreal (administrative region); Vor Ort; CAD 90.000 - 120.000; Vollzeit

Zusammenfassung

NuORDER by Lightspeed in Montreal is seeking a Senior Client Success Manager to drive retention, expand revenue through upsells, and ensure product adoption across the customer lifecycle. You will manage a strategic book of business, build trusted relationships with key stakeholders, and collaborate with Sales, Product, and Support to mitigate churn and enable growth.

Fluent English/French, a Bachelor's degree, and 5–7 years in CS/AM in SaaS/retail are required.

Qualifikationen

• Bachelor's degree (any field).
• 5 to 7 years of experience in Customer Success, Client Success, or Account Management within SaaS and wholesale/retail industries.
• Excellent communication in English and French, written and verbal.

Aufgaben

• Serve as a strategic partner to customers, ensuring onboarding, adoption, and long-term success.
• Manage a multimillion-dollar book of business, guiding onboarding, training, adoption, expansion, and renewal.
• Build deep relationships with stakeholders to protect and grow the book, pursuing expansion through upsells.
• Identify opportunities for Lightspeed Payments and drive go-live and payments penetration.
• Develop proactive engagement strategies and health checks aligned with customer milestones.
• Leverage usage data and lifecycle insights to drive retention and revenue growth.
• Collaborate with Sales, Account Management, Product, and Support to enhance the customer experience.
• Represent the voice of the customer to improve platform functionality and workflows.

Kenntnisse

Customer Success

Account Management

Bilingual English/French

SaaS

Ausbildung

Bachelor's degree

Tools

Salesforce

ChurnZero

Zendesk

Jobbeschreibung

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

Location: Montreal
Employment Type: Full time
Location Type: Hybrid
Department: Customers

Note: This is an 18-month fixed-term contract position.

Role Overview

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.

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.

Qualifications

• 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

Preferred Skills

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