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Customer Success Manager - Retail

Senior Customer Success Manager role at Lightspeed in Montreal.
Lightspeed Commerce
Hybrid
On-Site
Canada
Undisclosed salary
Job Description
Lightspeed is seeking a Senior Customer Success Manager to join their Account Management team in Montreal. This role focuses on maintaining customer and revenue retention, as well as facilitating upsells and cross-sells of products and services. The Customer Success Manager will leverage tools like ChurnZero and Salesforce to engage with customers, ensure they are utilizing all available products and services, manage at-risk events, and identify opportunities for customer advocacy.

What this role involves:
  • Driving long-term customer satisfaction and value realization.
  • Providing proactive support and ensuring customers achieve desired outcomes.
  • Problem-solving to ensure customer engagement and satisfaction.
  • Mitigating customer churn, engaging in proactive retention efforts, and rolling out new processes.
  • Becoming a ChurnZero expert and champion.
  • Providing coaching, training, and support to the team.
  • Supporting managers in identifying areas for coaching and strategy.
  • Managing complex customer issues and maintaining long-term relationships.
  • Tracking and reporting on key performance indicators.
  • Developing and implementing action plans.
  • Preparing reports for senior leadership.
  • Working with sales, marketing, and product teams.
  • Advocating for customer needs within Lightspeed.
  • Funneling customer feedback to improve the customer journey.

Requirements:
  • Minimum 2+ years of experience in Customer Success and/or Account Management in B2B environments.
  • Experience contributing to initiatives that help the AM team evolve.
  • Resourcefulness and ability to anticipate change.
  • Experience with Salesforce and ChurnZero or similar CRMs.
  • Industry expertise in retail (preferred).

Lightspeed offers:
  • A flexible hybrid environment (3 days/week in office).
  • Genuine career opportunities.
  • Lightspeed RSU program.
  • Unlimited paid time off policy.
  • Flexible working policy.
  • Health insurance and wellness benefits.
  • Possibility for transit fees to be covered.
  • Paid leave assistance for new parents.
  • LinkedIn learning.
  • Volunteer day.
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Lightspeed Commerce

Lightspeed Commerce is a one-stop commerce platform powering businesses worldwide. Founded in Montreal in 2005, Lightspeed provides cloud-based solutions that unify online and physical operations, multichannel sales, and global payments. Serving retail, hospitality, and golf businesses in over 100 countries, Lightspeed's platform facilitates seamless expansion, financial solutions, and connection to supplier networks. Committed to innovation and exceptional customer experiences, Lightspeed simplifies and scales merchants' operations through its comprehensive commerce solutions. With teams across North America, Europe, and Asia Pacific, Lightspeed trades on the NYSE and TSX.

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