Strategic Account Manager (Retail/Hospitality Tech)

TL;DR

Strategic Account Manager (Retail/Hospitality Tech): Drive retention and expansion for Lightspeed’s highest-valued enterprise customers with an accent on commercial negotiations and strategic account planning. Focus on building long-term partnerships, proactively addressing churn risks, and collaborating cross-functionally to champion customer needs.

Location: Hybrid, 3 days/week in office (likely Montreal, Canada, part of the NoAM engagement team)

Company

Lightspeed is a cloud commerce platform founded in Montreal, Canada, helping merchants in retail, hospitality, and golf industries simplify and scale their operations globally.

What you will do

• Serve as the primary point of contact and strategic account owner for Lightspeed’s highest-value enterprise customers.
• Develop and implement strategic account plans to achieve revenue growth and product adoption.
• Lead commercial negotiations for renewals and account expansions, ensuring mutual value.
• Continuously monitor customer usage data and account health metrics to inform retention and growth strategies.
• Proactively identify and address churn risks, engaging stakeholders to resolve challenges.
• Build and maintain trusted, long-term partnerships by providing consultative guidance on Lightspeed solutions.
• Collaborate cross-functionally with internal teams (e.g., Product, Engineering, Support) to champion customer feedback and resolve issues.

Requirements

• 5+ years in Enterprise Customer Success or Account Management within B2B environments, with a proven record of exceeding goals.
• Demonstrated success managing complex enterprise accounts and building trusted, long-term partnerships.
• Strong consultative selling, negotiation, and strategic thinking skills, with ability to influence C-level executives.
• Deep industry expertise in Retail and/or Hospitality technology.
• Proficient in using CRM platforms (e.g., Salesforce, HubSpot).
• Data-literate and analytical, comfortable leveraging usage data and performance insights.
• Excellent communication and presentation skills.
• Fluency in English is required.

Culture & Benefits

• Flexible hybrid environment (3 days/week in office).
• Genuine career opportunities in a company creating new jobs every day.
• Lightspeed RSU program (all employees are owners).
• Unlimited paid time off policy and flexible working policy.
• Health insurance, health and wellness benefits.
• Paid leave assistance for new parents.
• Commitment to creating an inclusive and barrier-free workplace.