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Lightspeed is seeking a Strategic Account Manager to join their North American Retail Engagement team in Montreal. In this role, you will serve as the single point of contact and account owner for Lightspeed's most important and strategic customers. Your primary objective is to retain and grow your portfolio of high-value accounts by building trusted, collaborative partnerships.
Key responsibilities include: defining and driving strategy for each account in your portfolio; ensuring product adoption and net revenue retention; planning and presenting business reviews and success plans; monitoring customer usage data, onboarding dates, and performance metrics to inform retention and growth strategies; advocating for customer and industry needs internally to support innovation priorities; establishing and maintaining strong relationships with customers by deeply understanding their business, objectives, and challenges; collaborating with internal teams to ensure optimal customer satisfaction and resolution of critical incidents; and communicating customer feedback to relevant teams to improve overall customer experience and address product gaps.
You bring a minimum of 5 years of experience in customer success management and/or account management within a large B2B enterprise. You have demonstrated experience retaining and growing (NRR) a significant customer portfolio, and have contributed to or led initiatives to build foundations for new teams. You are adaptable, with a proven ability to anticipate change and proactively adjust priorities and strategies.
Desirable but not required: relevant degree, experience in high-growth SaaS/technology sectors, or expertise in retail commerce. Lightspeed offers a flexible work environment (3 days per week in office), performance-driven culture, career growth opportunities within a large but agile team, competitive benefits including flexible paid time off, stock purchase options, retirement contributions, wellness allowance, volunteer time, employee resource groups, and enhanced parental leave.
