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About the Role
Lightspeed is seeking an experienced Strategic Account Manager to cultivate, engage, and support key enterprise customers in the hospitality sector. This role involves acting as the primary contact for major hospitality clients in the UK, driving growth, product adoption, and managing stakeholders to build strong business partnerships. You will utilize data, customer insights, and SaaS expertise to deliver enterprise-level value.
Responsibilities
- Act as the main point of contact for key enterprise hospitality customers.
- Develop and execute strategic account plans to foster growth, retention, and product adoption.
- Proactively increase product usage and ensure Net Revenue Retention (NRR) growth within the assigned portfolio.
- Plan and lead quarterly business reviews and success planning sessions.
- Analyze usage data, go-live milestones, and health scores to identify and mitigate risks.
- Build trusted relationships with C-level and operational stakeholders, positioning Lightspeed as a strategic partner.
- Collaborate with Product, Customer Success, Implementation, and Support teams to ensure excellent customer experience.
- Gather customer feedback and share it with relevant teams to identify product gaps and optimize the customer journey.
Requirements
- 3-5+ years of experience in Account Management or Strategic Customer Success within a B2B SaaS environment, preferably with enterprise clients.
- Strong understanding of SaaS metrics (NRR, product adoption, expansion, renewals, churn) and their application in portfolio management.
- Demonstrated ownership, data-driven approach, and strong relationship management skills.
- Experience managing complex, multi-level stakeholder structures and engaging with C-level, operational, and technical teams.
- Fluent business-level English.
- Experience in the hospitality, POS, or hospitality tech industry is a plus, but not required.
Skills
- Account Management
- Strategic Customer Success
- B2B SaaS
- Enterprise Customer Management
- SaaS Metrics (NRR, product adoption, expansion, renewals, churn)
- Relationship Management
- Stakeholder Management
- Data Analysis
- Customer Feedback Analysis
- Hospitality Industry Knowledge (preferred)
- POS Systems Knowledge (preferred)
- Hospitality Tech Industry Knowledge (preferred)
Location
- UK
Work Type
- Full-time
Experience Level
- 3-5+ years
Benefits
- Lightspeed equity scheme
- Health & Wellness Credit (£400/year)
- Mental Health Support via Modern Health App
- People Experience benefit (work from anywhere for 60 days/year)
- Time off to volunteer
- Transit benefit
- Healthy snacks
- After-work socials
- Health, Dental and Optical cover
About the Company
- Lightspeed is building communities through commerce, powering businesses that are the backbone of the global economy with a one-stop commerce platform.
- Their cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
- Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD).
- With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
- Lightspeed has an ethos of inclusion from the very beginning, striving to provide a workplace where everyone belongs.
Equal Opportunity
- Lightspeed is a proud equal opportunity employer and is committed to creating an inclusive and barrier-free workplace.
- Lightspeed welcomes and encourages applications from people with disabilities.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.