Key Account Manager (London)

Lightspeed Commerce; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Equity scheme

Health & Wellness Credit

Mental Health Support

PX benefit – 60 days remote

Volunteer time off

Transit benefit

Healthy snacks

Health, Dental and Optical cover

Job summary

Lightspeed is seeking an experienced Strategic Account Manager to support our largest hospitality customers in the UK. You will act as the primary contact, drive growth, and ensure product adoption across your portfolio.

You will lead quarterly business reviews, analyze usage and health scores, and build trusted relationships with C-level and operations teams. This role demands data-driven decision making and a passion for long-term partnerships.

Qualifications

• 3-5+ years in Account Management or Strategic Customer Success in a B2B SaaS environment.
• Strong understanding of SaaS metrics (NRR, product adoption, expansion, renewals, churn) and how to use them to manage a portfolio.
• Hands-on, data-driven, and highly skilled in relationship management.
• Experience managing multi-level stakeholder structures and engaging with C-level, operations, and technical teams.
• Fluent business-level English.
• Hospitality, POS, or hospitality tech industry experience is a plus, but not required.

Responsibilities

• Act as the main point of contact for our largest and most strategic hospitality customers.
• Develop and execute strategic account plans to drive growth, retention, and product adoption.
• Proactively work on increasing product usage and ensure Net Revenue Retention (NRR) grows across your portfolio.
• Plan and lead quarterly business reviews and success plans.
• Analyze usage data, go-live milestones, and health scores to identify and mitigate risks early.
• Build strong, trusted relationships with C-level and operational stakeholders, positioning Lightspeed as a long-term strategic partner.
• Collaborate cross-functionally with Product, Customer Success, Implementation, and Support teams to deliver an excellent customer experience.
• Collect customer feedback and share it with relevant teams to identify product gaps and optimize the customer journey.

Skills

Account management

Strategic CSM

SaaS metrics

Stakeholder mgmt

C-level engagement

English fluency

Job description

Lightspeed is looking for an experienced, strategically minded Strategic Account Manager to develop, engage, and closely support our most important enterprise customers in the hospitality segment over the long term.

In this role, you will act as the primary point of contact for our largest hospitality customers across the UK region. You will be responsible for driving growth, product adoption, and stakeholder management within your portfolio, with the goal of building true business partnerships. You will leverage data, customer feedback, and your SaaS expertise to create value at the enterprise level.

What you'll do

• Act as the main point of contact for our largest and most strategic hospitality customers

• Develop and execute strategic account plans to drive growth, retention, and product adoption

• Proactively work on increasing product usage and ensure Net Revenue Retention (NRR) grows across your portfolio

• Plan and lead quarterly business reviews and success plans

• Analyze usage data, go-live milestones, and health scores to identify and mitigate risks early

• Build strong, trusted relationships with C-level and operational stakeholders, positioning Lightspeed as a long-term strategic partner

• Collaborate cross-functionally with Product, Customer Success, Implementation, and Support teams to deliver an excellent customer experience

• Collect customer feedback and proactively share it with relevant teams to identify product gaps and optimize the overall customer journey

What you bring

• 3-5+ years of experience in Account Management or Strategic Customer Success within a B2B SaaS environment, ideally with enterprise customers

• A strong understanding of SaaS metrics (NRR, product adoption, expansion, renewals, churn) and the ability to use them to manage your portfolio

• A strong sense of ownership; you are hands-on, data-driven, and highly skilled in relationship management

• Experience managing complex, multi-level stakeholder structures and confidently engaging with C-level, operations, and technical teams

• Fluent business-level English

• Experience in the hospitality, POS, or hospitality tech industry is a plus, but not required

What's in it for you?

Come live the Lightspeed Experience…

• Genuine career growth opportunities based on performance within a company that's continuously expanding

• Work with highly skilled people who are as passionate about sales & marketing as you are

• An environment that encourages initiatives and leadership

• Work in a team big enough for growth but lean enough to make a real impact

• Fun activities with your teammates & social events throughout the year

• Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story

... and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

• Lightspeed equity scheme (we are all owners)

• Health & Wellness Credit- expense up to £400 per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health

• Mental Health Support through the Modern Health App - whether it is meditation, coaching or counseling you need - each employee gets access to this platform

• People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year

• Time off to volunteer and give back to your community

• Transit benefit if you travel by public transport to the office

• Healthy snacks and after-work socials organised by the company

• Health, Dental and Optical cover

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.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.