Senior Director of Account Management, Lightspeed
3-5 days a week in office
Point of Sale & commerce platform
Posted today
Point of Sale & commerce platform
1001+ employees
Posted today
3-5 days a week in office
1001+ employees
Company mission
To bring the streets of our cities and communities to life by powering business owners with technology.
Role
Who you are
- Advanced experience in relevant Customer Success and/or Sales leadership roles with a bias towards customer experience, retention and growth of business
- Experience collaborating with Global cross-functional teams and managing stakeholders (at all levels) across the organization
- Proven experience organizing and directing multiple teams and departments
- Relevant work experience in an industry like retail or hospitality, IT solutions, SaaS, POS, or technology
- Demonstrated ability to lead a group towards common goals and enable them to deliver results
What the job involves
- Lightspeed is seeking an experienced senior leader to join our Go-to-Market team as a Senior Director, Account Management
- You will be a part of our Customer team and you will lead the entire Account Management department for NOAM Retail
- They are laser focused on providing an exceptional level of customer experience, and ultimately driving retention and expansion for Lightspeed’s highest valued customers
- You are a leader who demonstrates a focus and passion for the customer and the business
- A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives
- This role requires a highly visible leader who can drive change through relationships, thought leadership, exceptional business knowledge and creating an engaging and inspiring work environment
- All this, to ensure we create a burning ambition, excitement and ownership around our customers at all levels of our organization
- Design and implement our North American Retail Account Management Process to drive NRR for Lightspeed. This role has direct line responsibility for the entire NOAM business
- Build and maintain the North American Retail Account Management process including how to retain, grow and provide a best in class experience to our largest customers
- Ideate proactive ICP customer retention strategies and oversee their implementation globally
- Work with the leadership team to complete customer adoption strategies, engagement outreach strategies and churn forecasting
- Oversee that the team’s KPIs and performance metrics are achieved on a monthly and quarterly basis
- Enable the Account Management team to proactively engage with customers at key points in the customer journey: monitor customer usage data, health indicators and translate into strategies for retention and account growth including QBRs
- Create a strategy for our non-ICP customers that delivers a best in class experience while driving down cost to serve
- Lead the NOAM Strategic Account Management and Account Management team to drive the retention and growth of our key accounts & high GTV merchants ensuring an exceptional level of customer experience
- Manage the development, growth and engagement of the ICs within both the Strategic & Account Management team for NOAM Retail
- Serve as the first point of escalation for customer service concerns or churn risks related to all customers in NOAM
- Provide reporting and insights to leadership on Engagement & retention of all NOAM Retail customers
Our take
Lightspeed provides restaurateurs and retailers with the simplest way to run their businesses at full potential. It helps entrepreneurs offer their customers positive and memorable experiences by taking care of the day-to-day management aspects of their business.
Around 75,000 businesses processing over $17 billion in transactions annually use Lightspeed’s restaurant POS software and omnichannel retail solution to manage inventory, customer preferences, sales and reporting — all from one centralised platform. Headquartered in Montreal, Lightspeeds team is distributed across North America, Europe and Asia Pacific, now serving over 150,000 locations worldwide.
Lightspeed POS maintains a unique edge over other companies of its type because it has secured the legal rights for the sole use of certain technologies. It has two registered patents in computing, calculating categories. These patents certify that Lightspeed POS is the sole owner of this intellectual property, which means that no other companies can use them.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
35% female employees
7% employee growth in 12 months
Company
Company benefits
- With Lightspeed PX, you can enjoy flexible paid time off and up to 2 months remote per year with our hybrid work policy
- Equity options, because this is your company too
- Contributions to your pension plan. Your future matters
- Training opportunities to grow your skills and career
- Health and wellness credit so you feel your best
- Time off to volunteer and give back to your community
- Interest groups, from #coffee_pals to sponsored sports teams
- Computer purchase program to get your personal Macbook
Company values
- We make it matter.
- We make it happen.
- We make it together.
- We make it human.
- We make it about the customer.
- We make it data driven.
Company HQ
Old Montreal, Montreal, QC
Articles
Leadership
Dax Dasilva
(Executive Chair)Founder of Never Apart, previously Developer of Bitmovers. Studied Computer Science, Art History, and Religious Studies at The University of British Columbia. Served as CEO for Lightspeed for 17 years until 2022.
JP Chauvet
(CEO, not founder)Co-founded Chardonnat and served as CEO of Atex and as Vice President of Sales and Marketing for both Nstein Technologies and IXIASOFT.
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