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Senior Client Success Manager – 18-month Fixed-term Contract
Posted yesterday
About the role
- Senior Client Success Manager driving retention, adoption, payments growth, and expansion for Lightspeed’s B2B commerce platform. Managing multimillion-dollar customer relationships from onboarding through renewal.
Responsibilities
- Serve as a strategic partner to customers, ensuring seamless transition, adoption, and long-term success with Lightspeed’s solutions
- Manage a multimillion-dollar book of business across onboarding, training, adoption, expansion, and renewal
- Build trusted relationships with key stakeholders to protect and grow the book of business
- Proactively pursue downgrade saves and identify expansion opportunities through product upsells and brand cross-sells
- Identify and close best-fit accounts for Lightspeed Payments
- Ensure successful Payments go-live and drive continued growth in payments penetration
- Develop and execute proactive engagement strategies, including health checks, advocacy opportunities, and value-driven customer touchpoints
- Leverage customer usage data, health indicators, and lifecycle insights to drive retention, maximize product adoption, and identify expansion opportunities
- Collaborate with Sales, Account Management, Product, and Support teams to mitigate risk, address product gaps, and enhance customer experience
- Act as the voice of the customer by funneling feedback to internal teams to improve platform functionality and optimize workflows
Requirements
- Bachelor’s degree in any field
- 5 to 7 years of experience in Customer Success, Client Success, or Account Management
- Experience within both SaaS and wholesale/retail industries
- Strong strategic and problem-solving skills
- Ability to anticipate change and proactively adjust priorities
- Excellent written and verbal communication skills in English and French
- Proven ability to drive retention, product adoption, and customer engagement through data-driven insights and proactive strategies
- Experience with CRM and customer engagement tools such as Salesforce, ChurnZero, or Zendesk is an asset, but not necessary
Benefits
- A flexible work environment
- Flexible paid time off and remote work policies
- Equity options
- Contributions to your pension plan
- Training opportunities
- Health and wellness credit
- Time off to volunteer
- Interest groups, employee-led networks, social committees, and sponsored sports teams
- Computer purchase program to get your personal Macbook
- Enhanced parental leave
- Continuous learning opportunities
- Global mobility
- Benefits designed to support employees
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