Strategic Account Manager (London)

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

• ownership mindset
• data-driven decision making
• relationship management
• SaaS metrics proficiency (NRR, churn, expansion)
• data analysis of usage data and health scores
• go-live milestone tracking

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