Lightspeed is seeking an Account Manager to join our Hospitality Engagement team. In this role, you will be the primary owner and strategic partner for a portfolio of Lightspeed's largest and highest-valued customers, focusing on building strong, long-term relationships to drive retention and growth.
What You'll Do
- Act as the single point of contact and account owner for Lightspeed's largest and highest-valued customers.
- Drive product adoption and Net Revenue Retention for your book of business.
- Plan and deliver Quarterly Business Reviews and Success Plans.
- Monitor customer usage data, health indicators, and go-live dates to develop strategies for account retention and growth.
- Identify and guide customers through their upgrade path, suggesting additional products, integrations, or services.
- Advocate for industry and customer needs within Lightspeed to support product innovation.
- Establish and maintain strong, long-term relationships with a deep understanding of each client's business, goals, and objectives.
- Work cross-functionally with internal teams to ensure customer satisfaction and resolve at-risk events.
- Own and drive the overall strategy for each customer in your portfolio.
- Funnel customer feedback to appropriate teams to improve the customer journey and address product gaps.
What We're Looking For
- 5+ years of experience in enterprise-level customer success, account management, or a similar role.
- Understanding of solution-based consultative sales and customer success in a SaaS environment.
- Professional poise and confidence while communicating with executives.
- Excellent task and time management skills.
- Exceptional interpersonal skills with an ability to build and maintain strong client relationships.
- Fluency in English as a working language.
Nice to Have
- 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 customer data and pipeline.
- Industry expertise in retail or hospitality.
Team & Environment
You will be a key member of the Hospitality Engagement team, working cross-functionally to deliver value to our most strategic customers.
Benefits & Compensation
- 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 access
- Volunteer day
Work Mode
This role follows a hybrid work model.
Lightspeed is a proud equal opportunity employer committed to creating an inclusive and barrier-free workplace. We welcome and encourage applications from people with disabilities.
