Strategic Account Manager

Lightspeed; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A dynamic opportunity awaits at Lightspeed for a Strategic Account Manager in Toronto. You will be essential in driving retention and growth for top-tier clients, leveraging your experience and strategic skills to foster strong customer relationships. Enjoy a flexible working environment and an excellent benefits package, including unlimited paid time off and health insurance.

Benefits

Lightspeed RSU program

Unlimited paid time off policy

Health insurance

Health and wellness benefits

Transit fee coverage

Paid leave assistance for new parents

Linkedin learning

Qualifications

• Minimum 5+ years experience in enterprise-level Customer Success and/or Account Management in B2B.
• Experience owning retention and growth for a large book of business.

Responsibilities

• Act as single point of contact and account owner for Lightspeed’s largest customers.
• Own and drive the strategy for customer retention and expansion.
• Monitor customer health indicators and translate into strategies for account growth.

Skills

Customer Relationship Management

Strategic Planning

Retention Strategies

Resourcefulness

Education

Bachelor’s degree in a relevant field

Job description

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

• 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 :

• Minimum 5+ years 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

Even better if you have, but not necessary

• Bachelor’s degree in a relevant field
• Experience in a fast paced SaaS and / or technology-related field
• 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!

What’s in it for you?

Come live the Lightspeed experience...

• 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
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning

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Strategic Account Manager • Toronto, Ontario, Canada