Responsable de la réussite des clients- Retail

Job Description

Lightspeed is seeking a Principal Customer Success Manager to join its North American Retail Account Management team in Montreal. This role is responsible for client and revenue retention, as well as driving upsells and cross-sells of products and services. The Customer Success Manager will leverage tools like ChurnZero and Salesforce to engage with clients, ensure they are maximizing available products and services, manage risk events, and identify opportunities for client advocacy.

Role Involves:

• Fostering long-term client satisfaction and value realization.
• Providing proactive support and ensuring clients achieve desired outcomes.
• Resolving issues to ensure client engagement and satisfaction.
• Creating a positive experience with the product or service.
• Becoming an expert and champion of ChurnZero.
• Providing coaching, training, and support to the team.
• Tracking key performance indicators and generating reports.
• Collaborating with sales, marketing, and product teams.
• Advocating for industry and client needs internally.

Requirements:

• At least two years of experience in customer success or account management in a B2B environment.
• Experience implementing initiatives to help the asset management team evolve.
• Resourcefulness and ability to anticipate change.
• Experience with Salesforce and ChurnZero or similar CRM systems.
• Retail sector expertise is an asset.

Lightspeed offers:

• A flexible and hybrid work environment (three days/week in the office).
• Authentic career opportunities.
• Lightspeed share ownership plan.
• Unlimited paid time off policy.
• Flexible work scheme.
• Health insurance and wellness benefits.
• Paid public transportation option.
• Paid leave and assistance for new parents.
• LinkedIn Learning license.
• Volunteer day.