Customer Success Manager

Hi there! Thanks for stopping by

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

We're looking for a Customer Success Manager (CSM) to join our Retail Engagement team in Montreal. You will maintain customer and revenue retention and facilitate upsell/cross-sell of services. The CSM is responsible for educating customers to ensure they are leveraging all available services, managing at-risk events, and identifying opportunities for customer advocacy.

What you'll be doing:

• Serve as a key post-sale resource for customers including establishing and managing individualized adoption plans and removing any potential roadblocks that may arise
• Plan and manage the delivery of proactive health checks and advocacy opportunities in line with customer milestones
• Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
• Collaborate across departments to resolve at-risk events
• Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

What you need to bring:

We're a team of 20 people located in North America. Our team is responsible for fostering meaningful relationships by partnering with our customers, understanding their business goals, and crafting a journey that delivers value at every step.

We're looking for a candidate who has experience with the following:

• Firsthand experience in a Customer Success or Account Management role in B2B environments
• Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
• Polished communication skills in English both written and verbal (French is an asset)
• Bachelor's degree in business, social sciences, or a related field (asset)
• Experience in a SaaS and/or technology-related field (asset)
• Industry expertise in retail (asset)

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!

What's in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
• Genuine career opportunities in a company that's creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

• Lightspeed RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning
• Volunteer day