Strategic SaaS Account Manager (London) – Enterprise Hospitality

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?

Come live the Lightspeed Experience…

• 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, a true Canadian tech success story
  
  

... and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• 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
  
  
• LinkedIn Learning: At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help y