Senior Director, Account Management

Gh Gruppe; Toronto; On-site; CAD 80,000 - 150,000; Full time

Job summary

An established industry player is looking for a Senior Director of Account Management to lead their Go-to-Market team. This pivotal role focuses on enhancing customer experiences and driving retention for high-value clients. The ideal candidate will be a collaborative leader who thrives in a fast-paced environment, capable of creating impactful strategies that resonate across teams. With a commitment to exceptional service and a passion for customer success, you will play a vital role in shaping the future of customer engagement within a dynamic organization that values innovation and inclusivity. If you're ready to make a significant impact, this opportunity is for you.

Benefits

Flexible working environment

Uncapped commission

Lightspeed share scheme

Immediate access to benefits plan

RRSP match after 3 months

Fitness & Wellness benefit: $500 CAD per year

Unlimited Paid Time Off

Parental leave Top-Up

Qualifications

• Advanced experience in customer success and sales leadership roles.
• Proven ability to lead teams towards common goals and deliver results.

Responsibilities

• Design and implement North American Retail Account Management Process.
• Lead the Strategic Account Management team to drive retention and growth.

Skills

Customer Success Leadership

Sales Leadership

Stakeholder Management

Team Management

Customer Retention Strategies

Education

Bachelor's Degree in Business or related field

Tools

CRM Software

Data Analysis Tools

Job description

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

Lightspeed is seeking an experienced senior leader to join our Go-to-Market team as a Senior Director, Account Management. You will be a part of our Customer team and you will lead the entire Account Management department for NOAM Retail. They are laser focused on providing an exceptional level of customer experience, and ultimately driving retention and expansion for Lightspeed’s highest valued customers.

You are a leader who demonstrates a focus and passion for the customer and the business. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a highly visible leader who can drive change through relationships, thought leadership, exceptional business knowledge and creating an engaging and inspiring work environment. All this, to ensure we create a burning ambition, excitement and ownership around our customers at all levels of our organization.

What you’ll be doing:

• Design and implement our North American Retail Account Management Process to drive NRR for Lightspeed. This role has direct line responsibility for the entire NOAM business.
• Build and maintain the North American Retail Account Management process including how to retain, grow and provide a best in class experience to our largest customers
  • Ideate proactive ICP customer retention strategies and oversee their implementation globally
  • Work with the leadership team to complete customer adoption strategies, engagement outreach strategies and churn forecasting
  • Oversee that the team’s KPIs and performance metrics are achieved on a monthly and quarterly basis
  • Enable the Account Management team to proactively engage with customers at key points in the customer journey: monitor customer usage data, health indicators and translate into strategies for retention and account growth including QBRs
  • Create a strategy for our non-ICP customers that delivers a best in class experience while driving down cost to serve
• Lead the NOAM Strategic Account Management and Account Management team to drive the retention and growth of our key accounts & high GTV merchants ensuring an exceptional level of customer experience
• Manage the development, growth and engagement of the ICs within both the Strategic & Account Management team for NOAM Retail.
• Serve as the first point of escalation for customer service concerns or churn risks related to all customers in NOAM.
• Provide reporting and insights to leadership on Engagement & retention of all NOAM Retail customers

What you need to bring:

• Advanced experience in relevant Customer Success and/or Sales leadership roles with a bias towards customer experience, retention and growth of business
• Experience collaborating with Global cross-functional teams and managing stakeholders (at all levels) across the organization
• Proven experience organizing and directing multiple teams and departments
• Relevant work experience in an industry like retail or hospitality, IT solutions, SaaS, POS, or technology.
• Demonstrated ability to lead a group towards common goals and enable them to deliver results

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

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Uncapped commission;
• 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 share scheme (we are all owners)
• Immediate access to our benefits plan
• RRSP match after 3 months
• Fitness & Wellness benefit: $500 CAD per calendar year
• Unlimited Paid Time Off
• Parental leave Top-Up

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.

Where to from here?

Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:

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.