At a Glance
- Tasks: Engage and support key hospitality clients, driving growth and product adoption.
- Company: Join Lightspeed, a leading tech company transforming the hospitality industry.
- Benefits: Enjoy equity options, wellness credits, remote work flexibility, and health coverage.
- Other info: Be part of an inclusive culture with genuine career growth opportunities.
- Why this job: Make a real impact while building strong partnerships with top-tier clients.
- Qualifications: 3-5 years in Account Management within a B2B SaaS environment.
The predicted salary is between 40500 - 49500 £ per year.
Lightspeed is looking for an experienced, strategically minded Strategic Account Manager to develop, engage, and closely support our most important enterprise customers in the hospitality segment over the long term. In this role, you will act as the primary point of contact for our largest hospitality customers across the UK region. You will be responsible for driving growth, product adoption, and stakeholder management within your portfolio, with the goal of building true business partnerships. You will leverage data, customer feedback, and your SaaS expertise to create value at the enterprise level.
What you’ll do
- Act as the main point of contact for our largest and most strategic hospitality customers
- Develop and execute strategic account plans to drive growth, retention, and product adoption
- Proactively work on increasing product usage and ensure Net Revenue Retention (NRR) grows across your portfolio
- Plan and lead quarterly business reviews and success plans
- Analyze usage data, go-live milestones, and health scores to identify and mitigate risks early
- Build strong, trusted relationships with C-level and operational stakeholders, positioning Lightspeed as a long-term strategic partner
- Collaborate cross-functionally with Product, Customer Success, Implementation, and Support teams to deliver an excellent customer experience
- Collect customer feedback and proactively share it with relevant teams to identify product gaps and optimize the overall customer journey
What you bring
- 3–5+ years of experience in Account Management or Strategic Customer Success within a B2B SaaS environment, ideally with enterprise customers
- A strong understanding of SaaS metrics (NRR, product adoption, expansion, renewals, churn) and the ability to use them to manage your portfolio
- A strong sense of ownership; you are hands-on, data-driven, and highly skilled in relationship management
- Experience managing complex, multi-level stakeholder structures and confidently engaging with C-level, operations, and technical teams
- Fluent business-level English
- Experience in the hospitality, POS, or hospitality tech industry is a plus, but not required
What’s in it for you?
- Genuine career growth opportunities based on performance within a company that's continuously expanding
- Work with highly skilled people who are as passionate about sales & marketing as you are
- An environment that encourages initiatives and leadership
- Work in a team big enough for growth but lean enough to make a real impact
- Fun activities with your teammates & social events throughout the year
- Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture
- Lightspeed equity scheme (we are all owners)
- Health & Wellness Credit - expense up to £400 per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health
- Mental Health Support through the Modern Health App - whether it is meditation, coaching or counseling you need - each employee gets access to this platform
- People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year
- Time off to volunteer and give back to your community
- Transit benefit if you travel by public transport to the office
- Healthy snacks and after-work socials organised by the company
- Health, Dental and Optical cover
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.
Strategic Account Manager (London) employer: Lightspeed Commerce
Lightspeed is an exceptional employer, offering a vibrant work culture that fosters genuine career growth and encourages initiative within a diverse and inclusive environment. As a Key Account Manager in London, you'll collaborate with passionate professionals while enjoying unique benefits like a health and wellness credit, mental health support, and the flexibility to work from anywhere for 60 days a year, all while making a meaningful impact in the hospitality sector.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Account Manager (London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lightspeed Commerce. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lightspeed Commerce before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Account Manager (London)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lightspeed Commerce:Your cover letter is your chance to shine! Tell us why you want to work at Lightspeed Commerce specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lightspeed Commerce!
How to prepare for a job interview at Lightspeed Commerce
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
