Lightspeed is hiring a

Customer Success Manager

Montreal, Canada

Lightspeed is seeking full-time energetic, driven and empathetic individuals to join our team as Customer Success Managers.  Reporting to the Product Specialist Team Lead, CSMs are responsible for developing and nurturing relationships with Lightspeed's customers.  You will be responsible for managing all post-sales onboarding activities and maintaining customer satisfaction. The ideal candidate will have experience dealing with customers in a technology-based environment, and will not be afraid of a fast-paced, high-energy setting.

Now we get to brag: Lightspeed provides retailers and restaurateurs the simplest way to build, manage, and grow their business while creating a better customer experience. More than 40,000 businesses processing over $15 billion in transactions annually use Lightspeed’s mobile POS and newly acquired eCommerce platform to manage inventory, customer preferences, sales, and analytics to get a complete overview of their business in one place. Founded in 2005 with offices in Canada, USA, and Europe, Lightspeed is backed by Accel Partners, iNovia Capital, Caisse de dépôt et placement du Québec (CDPQ) and Investissement Québec (IQ). With our recently acquired eCommerce platform SEOshop, Lightspeed is growing into an omnichannel solution for mid-market businesses worldwide. Our culture is focused on enabling people to do their best work. Come work with us and find out what you can do!

Primary Responsibilities:

  • Nurture new customer relationships by booking and planning orientation sessions. 
  • Track customer activity, collect feedback and follow up with customers after sessions to identify turnover risk.
  • Introduce partner solutions, promote customer referrals and social media campaigns to ensure client engagement and satisfaction.
  • Identify customers for marketing case studies; be the voice of the customer internally and provide crucial feedback to internal teams.
  • Proactively take ownership of issues and customer complaints.
  • Aid in customer retention by acting as a customer advocate within the company and streamlining the customer experience to prevent turnover risk.
  • Exercise creative negotiation skills to motivate customers to continue using Lightspeed.
  • Mindful of one’s own conversion rate – scheduled sessions vs. completed sessions.
  • Mindful of the changing Customer Success targets.

 
Requirements:

  • 1+ years of sales and customer service experience in B2B environments, preferably in a solution-sales / technology-related environment
  • Bachelor’s degree in marketing or business, or an equivalent degree and/or experience
  • Ability to thrive in a competitive environment and execute tasks within short time lines
  • Results-driven, metrics-oriented, and resourceful
  • Passion for people and technology
  • Technical aptitudes
  • Strong attention to detail
  • Strong organizational and multi-tasking skills
  • Excellent telephone manner
  • Excellent spoken and written English
  • Strong presentation skills
  • Open availability

 

Assets:

  • Knowledge of Mac OS X and iOS
  • Experience with Salesforce.com
  • Retail experience
  • Hospitality experience
  • eCommerce experience
  • Bilingual English & French