Account Manager - Full Time

Or just checking the market? Lightspeed is seeking a full-time Account Manager to join its Hospitality Engagement team. Your primary objective will be to drive retention and expansion of your book of business consisting of Lightspeed’s highest valued customers.
As the trusted partner for your customers you will take 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, ensuring enduring partnerships and sustained business growth.

Act as single point of contact and account owner for Lightspeed’s largest and highest valued customers
Responsible for driving product adoption and Net Revenue Retention of book of business
Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
Identify and guide customers through their upgrade path including growth opportunities within, and suggesting additional products/integrations/ services to meet client needs.
Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
Own, manage and drive key customer accounts
Establish and maintain strong long term relationships with Lightspeed customers with a strong understanding of client’s business, goals and objectives
Work cross functionally with internal teams including but not limited to implementation, support and product, to provide second-to-none customer satisfaction and resolution for at-risk events
Own and drive the strategy for each customer in your book of business
Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

5+ years experience in enterprise level customer success , account management, sales development representative or similar role

• Understanding of solution-based consultative sales and customer success in a SaaS environment;
• Great task and time management skills
• As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.

Bachelor’s degree in a relevant field
Experience in a SaaS and/or technology-related field
Ability to use Salesforce, Churn Zero and other technologies to manage and organize customer / pipeline;
Industry expertise in retail/hospitality

Maintain a healthy Net Revenue Retention (NRR)
Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
Unlimited paid time off policy
Flexible working policy
Health insurance
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.
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.
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.
With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.