Senior Director, Account Management

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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

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.

What you’ll be doing:

• 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

What you need to bring:

• 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

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try!

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Uncapped commission;
• Work in a team big enough for growth but lean enough to make a real impact.

• Lightspeed share scheme (we are all owners)
• Immediate access to our benefits plan
• RRSP match after 3 months
• Fitness & Wellness benefit: $500 CAD per calendar year
• Unlimited Paid Time Off
• Parental leave Top-Up