Job Description

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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 Client Success Manager (CSM) to join its Client Success team in the Enterprise Retail division. This role is pivotal in driving customer retention, expanding revenue through identifying opportunities for upsells and cross-sells, and ensuring strong product adoption and engagement across the customer lifecycle.
Client Success at NuORDER by Lightspeed is about strategic partnership-engaging with customers from pre-close through renewal to maximize their investment and long-term success. CSMs take a proactive approach by building strong relationships, deeply understanding customers' business objectives, and guiding them toward measurable outcomes.
The CSM is responsible for ensuring seamless onboarding, increasing product adoption, identifying expansion opportunities, mitigating churn risks, and fostering customer advocacy. By leveraging data-driven insights and regular touchpoints, they help customers realize the full value of Lightspeed's solutions, ensuring both customer satisfaction and revenue growth.
What you'll be doing:

• You'll operate as a strategic partner to customers, ensuring a seamless transition, adoption, and long-term success with NuORDER by Lightspeed's solutions.
• Own Product adoption and Customer Retention for retail partnerships in the NOAM region.
• Collaborate with sales and pass leads to try to convert brands that are leveraging the platform complimentary through the retail partnerships program to paying customers.
• Manage multi-brand retailers and their brands, guiding customers through the full lifecycle-from onboarding and adoption to expansion and renewal.
• Build strong relationships with key stakeholders quickly at the customers, including the c-suite, to influence change across their organization.
• Measure, identify and monitor customer value and ROI to demonstrate value proposition back to customer and to internal leadership. Support case studies, PR, and marketing to deliver value back to the customer
• Develop and execute proactive engagement strategies, including health checks, advocacy opportunities, and value-driven touchpoints aligned with key customer milestones.
• Leverage customer usage data, health indicators, and lifecycle insights to drive retention, maximize product adoption, and identify expansion opportunities.
• Collaborate cross-functionally with Sales, Product, and Support teams to mitigate risk, address product gaps, identify potential customers, and enhance the overall customer experience.
• Be an expert in your customers' business; understanding their business objectives, merchandising processes/systems and working with them to have NuORDER support their needs/goals each step of the way.

What you need to bring:

• Bachelor's degree (any field)
• Experience working in the wholesale industry or at a multi-brand retailer
• 5+ years of experience in Customer Success or Account Management within both SaaS and wholesale/retail industries
• Strong strategic and problem-solving skills, with the ability to anticipate change and adjust priorities proactively
• As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
• Proven ability to drive retention, product adoption, and customer engagement through data-driven insights and proactive strategies
• Experience in overseeing/managing project implementation across multiple stakeholders.
• Ability to think beyond the status quo with a can-do attitude and an appetite for success.

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!
Be a changemaker
You'll enjoy:

• A flexible work environment that empowers you to do your best work
• A culture that celebrates performance
• The chance to make an impact in a team that's big enough for career growth, but lean enough to make your voice heard
• Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

• Flexible paid time off and remote work policies
• Equity options, because this is your company too
• Contributions to your pension plan. Your future matters
• Training opportunities to grow your skills and career
• Health and wellness credit so you feel your best
• Time off to volunteer and give back to your community
• Interest groups, employee led networks, social committees to sponsored sports teams
• Computer purchase program to get your personal Macbook
• Enhanced parental leave to support growing families

Fuel your growth. Find your people.
At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you-all within a driven, diverse and inclusive team that's passionate about empowering our communities.
At Lightspeed, we carefully consider a wide range of factors when determining compensation, including your skill set, qualifications, experience, and market data. These considerations can cause your compensation to vary. We reasonably expect the total compensation for this position to be in the range of $90,000 - $105,000 CAD. Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, RRSP plan and match, paid parental leave top-up, and paid time off.
Please note that this compensation information is solely for candidates hired to perform work within Ontario and reflects the amount Lightspeed is willing to pay at the time of this posting. This role represents an existing vacancy at Lightspeed. Lightspeed uses artificial intelligence-enabled tools to support certain aspects of the recruitment process; all hiring decisions are made by our recruiting and hiring teams.
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 .
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.
Founded in Montreal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
Lightspeed handles your information in accordance with our .

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