Strategic Account Manager for Enterprise Hospitality | London

Lightspeed HQLondon, England, United Kingdom

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Qualifications 3–5+ years of experience in Account Management or Strategic Customer Success within a B2B SaaS context, preferably with enterprise clients. Strong understanding of key SaaS metrics (NRR, product adoption, expansion, renewals, churn) and the proficiency to leverage them for portfolio management. A proactive sense of ownership; hands-on, data-driven, and highly adept in relationship management. Experience managing intricate, multi-level stakeholder frameworks and confidently engaging with C-level executives, operations, and technical teams. Fluent in business-level English. Experience in the hospitality, POS, or hospitality tech sectors is advantageous, though not mandatory.

About the job

Your primary focus will be on driving growth, facilitating product adoption, and managing stakeholder relationships within your designated portfolio. Utilizing data insights, customer feedback, and your SaaS expertise, you will strive to create substantial value at an enterprise level.

Key Responsibilities

Serve as the principal liaison for major and strategic hospitality clients.
Develop and implement tailored account plans aimed at driving growth, retention, and heightened product adoption.
Proactively enhance product usage and ensure sustained Net Revenue Retention (NRR) across your portfolio.
Lead quarterly business reviews and establish success plans.
Analyze usage data, milestone achievements, and health scores to identify and address potential risks proactively.
Establish strong, trust-based relationships with C-level and operational stakeholders, solidifying Lightspeed’s position as a trusted long-term partner.
Collaborate cross-functionally with Product, Customer Success, Implementation, and Support teams to deliver outstanding customer experiences.
Gather customer feedback and effectively communicate it to relevant teams to pinpoint product gaps and enhance the overall customer journey.

About Lightspeed HQ

Lightspeed is a leading SaaS provider that empowers businesses through innovative technology solutions designed to streamline operations, enhance customer experiences, and drive growth. Our commitment to excellence and customer success has made us a trusted partner in the hospitality sector.

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