Job Description
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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!
As a Strategic Account Manager at Lightspeed, you’re part of our NoAM 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 will you be doing:
- Serve as the primary point of contact and strategic account owner for Lightspeed’s highest-value enterprise customers, ensuring a seamless and consistent customer experience.
- Develop and implement strategic account plans to achieve revenue growth, improve product adoption, and expand Lightspeed’s presence within assigned accounts.
- Lead commercial negotiations for renewals and account expansions, securing outcomes that deliver mutual value for both Lightspeed and the customer.
- Continuously monitor customer usage data, go-live milestones, and account health metrics, using insights to inform retention strategies and identify growth opportunities.
- Proactively identify and address churn risks, engaging with key stakeholders to resolve challenges and maintain high levels of customer satisfaction.
- Build and maintain trusted, long-term partnerships by understanding customer business goals and providing consultative guidance on how Lightspeed solutions drive value.
- Collaborate cross-functionally with internal teams (e.g., Product, Engineering, Support) to champion customer feedback, support innovation, and ensure timely resolution of issues.
What you need to bring:
- 5+ years in Enterprise Customer Success or Account Management within B2B environments, with a proven record of exceeding revenue and retention goals.
- Demonstrated success managing complex enterprise accounts, building trusted, long-term partnerships by aligning solutions with client business objectives.
- Strong consultative selling, negotiation, and strategic thinking skills, with the ability to influence stakeholders and drive commercial outcomes.
- Deep industry expertise in Retail and/or Hospitality technology, with a solid grasp of sector-specific challenges, trends, and growth opportunities.
- Proficient in using CRM platforms (e.g., Salesforce, HubSpot) to manage relationships, forecast growth, and maintain customer health metrics.
- Data-literate and analytical, comfortable leveraging usage data and performance insights to identify risks, opportunities, and drive strategic decisions.
- Excellent communication and presentation skills, capable of articulating value propositions and engaging confidently with C-level executives.
- Adaptable and collaborative, thriving in dynamic environments, working cross-functionally, and proactively solving problems to enhance customer experience.
- Contribute to broader team and company objectives by being flexible and collaborative, stepping beyond core responsibilities when needed to support collective success.
- As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
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
- Flexible working policy
- Health insurance
- Health and wellness benefits
- Possibility for transit fees to be covered
- Paid leave assistance for new parents
- Linkedin learning
- Volunteer day
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.
Lightspeed handles your information in accordance with our Applicant Privacy Statement.
