Strategic Account Manager

London Source: WhatJobs

See advert for pay

Overview

In this role, you manage Lightspeed’s largest hospitality customers in the UK, driving growth, product adoption, and retention. You will build strategic account plans, nurture executive relationships, and coordinate cross-functionally to deliver a outstanding customer experience. You’ll rely on data, feedback, and SaaS expertise to create long-term partnerships and prevent churn. This is a higher-impact, enterprise-facing role within a fast-growing tech company.

Pay / Benefits

Equity scheme for employees
Health & Wellness Credit up to 400 per year
Mental Health Support via Modern Health App
People Experience allowing work from anywhere for 60 days a year
Volunteer time off
Transit benefit for public transport

Responsibilities

Main point of contact for top hospitality customers in the UK
Develop and execute strategic account plans to drive growth, retention, and product adoption
Increase product usage and drive Net Revenue Retention (NRR) growth
Plan and lead quarterly business reviews and success plans
Analyze usage data, go-live milestones, and health scores to preempt risks
Build trusted relationships with C-level and operational stakeholders
Collaborate cross-functionally with Product, Customer Success, Implementation, and Support teams to ensure excellent customer experience
Collect customer feedback and share with relevant teams to identify product gaps and optimize the journey

Key requirements

3–5+ years in Account Management or Strategic Customer Success in B2B SaaS with enterprise customers
Strong understanding of SaaS metrics (NRR, product adoption, expansion, renewals, churn) and ability to use them to manage a portfolio
Hands-on, data-driven, and strong relationship-management skills
Experience managing complex, multi-level stakeholder structures including C-level, operations, and technical teams
Fluent business-level English
Hospitality, POS, or hospitality tech industry experience is a plus but not required