Senior Strategic Account Manager

Lightspeed Commerce; Toronto; On-site; USD 49,850 - 78,336; Full time

Job summary

An established industry player is seeking a Senior Strategic Account Manager to enhance customer relationships and drive business growth. In this role, you'll be the trusted partner for top clients, ensuring their success and satisfaction through strategic account management. Your expertise in customer success will be pivotal in retaining and expanding the book of business, while collaborating with internal teams to address client needs. Join a dynamic team where your contributions will make a significant impact on customer journeys and business outcomes. If you're ready to take on this exciting challenge, we encourage you to apply!

Qualifications

• 7+ years in enterprise-level Customer Success or Account Management.
• Proven track record of exceeding retention and growth targets.

Responsibilities

• Act as the main contact for top-tier customers, driving strategy and retention.
• Build strong relationships and ensure customer satisfaction.

Skills

Customer Success Management

Account Management

B2B Sales

Strategic Planning

Relationship Building

Data Analysis

Proactive Problem Solving

Education

Bachelor’s degree in a relevant field

Job description

We’re looking for a Senior Strategic Account Manager to join our Customers team in Montreal or Toronto. As a Senior 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.

What you’ll be doing:

1. Act as a single point of contact and account owner for Lightspeed’s largest and highest valued customers
2. Own and drive the strategy for each customer in your book of business
3. Responsible for Net Revenue Retention of book of business, including renewal and expansion
4. Establish and maintain strong relationships with Lightspeed customers with a strong understanding of the client’s business, goals, and objectives
5. Plan and deliver Business Reviews and Success Plans, pulling in Strategic Account Executives as needed
6. Monitor customer usage data, go-live dates, and health indicators and translate them into strategies for account retention and growth
7. Work cross-functionally with internal teams to provide second-to-none customer satisfaction and resolution for at-risk events
8. Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
9. Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

What you need to bring:

1. Minimum 7+ years experience in an enterprise-level Customer Success and/or Account Management role in B2B environments
2. Experience exceeding a retention and growth (NRR) target for a valuable book of business
3. Experience contributing to or owning initiatives that will help build the foundation of a new team
4. Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly

Even better if you have, but not necessary:

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

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!

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.