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Lightspeed is seeking a Strategic Account Manager to join the Customers team in Montreal. You will serve as the primary point of contact and account owner for Lightspeed's largest and highest-valued retail customers in North America. Your core responsibilities include driving retention and expansion of your book of business, owning product adoption and Net Revenue Retention (NRR) metrics, and building long-term strategic partnerships grounded in mutual trust.
Key responsibilities:
- Act as single point of contact for enterprise customers, understanding their business goals and challenges
- Own and execute account strategy for each customer in your portfolio
- Drive product adoption and monitor customer health indicators (usage data, go-live dates) to inform retention and growth strategies
- Plan and deliver quarterly Business Reviews and Success Plans with customers
- Advocate for customer and industry needs internally to influence product prioritization
- Work cross-functionally with internal teams to resolve at-risk situations and ensure exceptional customer satisfaction
- Gather and funnel customer feedback to appropriate teams to improve the customer journey
Required qualifications:
- Minimum 5+ years in enterprise-level Customer Success and/or Account Management roles in B2B environments
- Proven experience owning retention and growth (NRR) for a large book of business
- Demonstrated ability to contribute to or own initiatives that build new team foundations
- Resourcefulness and proactive ability to anticipate change and adjust priorities accordingly
Preferred qualifications:
- Bachelor's degree in a relevant field
- Experience in fast-paced SaaS and/or technology environments
- Retail industry expertise
Lightspeed offers flexible work arrangements, performance-based culture, equity options, 401k contributions, flexible PTO, remote work policies, wellness credits, volunteer time off, and professional development opportunities. The company was founded in 2005 in Montreal and is dual-listed on NYSE and TSX, serving retail, hospitality, and golf businesses across 100+ countries.
