Customer Success Manager - Retail

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 Senior Customer Success Manager (CSM) to join our Account Management, NOAM Retail team in Montreal. You will maintain customer and revenue retention and help facilitate upsell/cross-sell of products and services. The CSM is responsible for leveraging ChurnZero, Salesforce and other tools to engage with customers and ensure they are leveraging all available products and services, manage at-risk events, and identify opportunities for customer advocacy.

What you’ll be doing:

• Drive long-term satisfaction and value realization of the customer. The primary goal is to ensure customers are getting the most out of the product or service they’ve purchased, which drives customer retention and helps prevent churn.
• Guide customers engagement following onboarding, providing proactive support, ensuring that customers achieve their desired outcomes, and helping to solve problems that arise post-sale. Problem-solve to ensure customers are fully engaged and satisfied.
• Create a positive experience with the product or service. The goal is to ensure that the client achieves their objectives using the product, leading to a stronger, longer-term relationship.
• Split time equally between reactive customer churn mitigation efforts, proactive customer engagement and retention efforts, and rolling out new processes, tools and enablement to drive retention efforts with AM counterparts.
• Become a ChurnZero expert and champion, working with development resources to design, rollout, and drive adoption and best practices with AM counterparts.
• Provide ongoing coaching, training, and support to ensure the team meets NRR and performance goals.
• Foster a high-performance culture, encouraging continuous learning, collaboration, and professional growth.
• Support managers in identifying areas of opportunity for coaching, strategy and processes.
• Support AMs and Customer Support organization in managing complex customer issues, working to resolve concerns and maintain long-term relationships.
• Track and report on key performance indicators (KPIs) at the IC level as well as team level.
• Develop and implement action plans to address any gaps in service or performance.
• Prepare regular reports for senior leadership regarding account status, growth opportunities, and potential risks.
• Work closely with sales, marketing, and product teams to ensure the successful delivery of solutions and alignment on account strategy.
• Advocate industry and customer needs within the Lightspeed organisation to support and enable the prioritisation and timely investment in innovation.
• Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps.

What you need to bring:

• Minimum 2+ years experience in a Customer Success and/or Account Management role in B2B environments
• Experience contributing to or owning initiatives that will help the AM team evolve and level-up
• Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
• Experience with Salesforce and ChurnZero or similar CRMs
• Industry expertise in retail (preferred)

KPI’s:

• Maintain a best in class Net Revenue Retention (NRR) for your individual book and the NOAM Retail SAM team
• You will constantly be problem-solving, putting out fires, and pivoting as the needs of the business are ever evolving
• Balance short-term and long-term initiatives while managing multiple priorities, and constantly putting the customers and your SAMs first
• You strive to create a team culture of collaboration, excellence and your team knows they can count on you 

What will help you succeed in this role?

• Being results-driven, able to motivate a team and deliver feedback or challenging news 
• Strong interpersonal skills and emotional intelligence, with the ability to build rapport and trust with customers and team members
• Ability to thrive under pressure, and juggle multiple priorities
• Excellent judgement and an ability to resolve conflict quickly and efficiently
• High attention to detail with strong analytical skills and an ability to translate data into insights 
• Excellent verbal and written communication skills, with the ability to present to and influence senior leadership, both internally and externally, strong ability to manage up

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

#LI-TL2

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are 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.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our 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.