Strategic Account Manager

TL;DR

Strategic Account Manager (Retail/SaaS): Driving retention and expansion for a portfolio of high-value enterprise customers with an accent on product adoption, NRR, and long-term relationship building. Focus on developing strategic success plans, monitoring account health, and advocating for customer needs within the organization to ensure exceptional satisfaction.

Location: Montreal, Canada (Hybrid/Remote flexibility offered)

Company

hirify.global is a global one-stop commerce platform powering retail, hospitality, and golf businesses with cloud-based solutions for online and physical operations.

What you will do

• Act as the primary point of contact and account owner for Lightspeed’s largest and most valuable customers.
• Develop and execute tailored strategies for each customer to drive product adoption and Net Revenue Retention (NRR).
• Deliver Business Reviews and Success Plans to ensure customers achieve their desired outcomes.
• Monitor usage data and health indicators to proactively identify retention and growth opportunities.
• Advocate for customer needs and industry trends within the organization to influence product innovation.
• Collaborate cross-functionally to resolve at-risk events and improve the end-to-end customer journey.

Requirements

• Minimum 5+ years of experience in enterprise-level Customer Success or Account Management within B2B environments.
• Proven track record of owning retention and growth (NRR) for a large book of business.
• Experience contributing to or leading initiatives to build the foundation of a new team.
• Fluency in English as a working language is required.
• Resourcefulness and ability to proactively adjust strategies in a changing environment.

Culture & Benefits

• Flexible work environment with remote work policies.
• Equity options and contributions to a pension plan.
• Comprehensive health and wellness credits.
• Enhanced parental leave and support for growing families.
• Continuous learning opportunities and career-defining growth paths.
• Inclusive culture with employee-led networks and interest groups.