Strategic Account Manager

The role

You will act as the primary point of contact for large hospitality customers in the UK region. You will develop strategic account plans to drive growth, retention, and product adoption.

What you will do

• Act as the main point of contact for largest and most strategic hospitality customers
• Develop and execute strategic account plans to drive growth, retention, and product adoption
• Increase product usage and ensure Net Revenue Retention (NRR) grows across the portfolio
• Plan and lead quarterly business reviews and success plans
• Analyze usage data, go-live milestones, and health scores to identify and mitigate risks
• Build relationships with C-level and operational stakeholders
• Collaborate cross-functionally with Product, Customer Success, Implementation, and Support teams
• Collect and share customer feedback to identify product gaps

Required qualifications

• 3–5+ years of experience in Account Management or Strategic Customer Success within a B2B SaaS environment
• Strong understanding of SaaS metrics (NRR, product adoption, expansion, renewals, churn)
• Experience managing complex, multi-level stakeholder structures
• Fluent business-level English

Nice to have

• Experience in the hospitality, POS, or hospitality tech industry

Benefits

• Lightspeed equity scheme
• Health & Wellness Credit up to £400 per year
• Mental Health Support through the Modern Health App
• People Experience benefit to work from anywhere in the world for 60 days a year
• Time off to volunteer
• Transit benefit for public transport to the office
• Healthy snacks and after-work socials
• Health, Dental and Optical cover

About the company

Lightspeed is a cloud commerce platform that helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Founded in Montréal in 2005, the company serves retail, hospitality, and golf businesses in over 100 countries.