Enterprise Customer Success Specialist

<div class="content-intro"><p><strong>Company Overview:</strong></p> <p>Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (OEMs), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Cart industries. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rentals, accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For nearly 40 years, Lightspeed has been empowering 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.</p></div><p>This role combines Account Management and Enterprise Customer Success responsibilities into a single, strategic position focused on Lightspeed’s largest and most complex customers.</p> <p>The Enterprise Customer Success Specialist will own the post-sale relationship for a portfolio of enterprise accounts, ensuring strong adoption, long-term retention, and measurable customer value. This role serves as the primary point of contact for executive stakeholders and works cross-functionally to align customer needs with Lightspeed’s products and services.</p> <p>This is a highly visible role that requires strong communication, extreme ownership, and the ability to think strategically while executing consistently.</p> <p><span style="font-size: 12pt;"><strong>What you’ll do:</strong></span></p> <p><strong>Account Ownership &amp; Executive Engagement</strong></p> <ul> <li>Serve as the CS primary owner for a portfolio of enterprise accounts while partnering with the enterprise account managers.</li> <li>Build and maintain strong relationships with executive and operational leaders at customer organizations.</li> <li>Act as a trusted advisor, understanding customer goals and aligning Lightspeed solutions to those objectives.</li> </ul> <p><strong>Customer Success &amp; Adoption</strong></p> <ul> <li>Drive product adoption and ensure customers are fully leveraging Lightspeed solutions.</li> <li>Monitor account health, usage, and engagement to proactively identify risks or opportunities.</li> <li>Lead Executive Business Reviews (EBRs), including preparation, presentation, and follow-up.</li> </ul> <p><strong>Strategic Account Management</strong></p> <ul> <li>Develop and maintain account plans focused on retention, expansion, and long-term success.</li> <li>Identify growth opportunities in partnership with Sales.</li> <li>Help customers connect product usage to business outcomes.</li> </ul> <p><strong>Cross-Functional Collaboration</strong></p> <ul> <li>Serve as the voice of the customer internally.</li> <li>Work closely with Sales, Support, Product, and Leadership teams to address customer needs.</li> <li>Manage and escalate issues when necessary to ensure timely resolution.</li> </ul> <p><strong>Customer Advocacy &amp; Retention</strong></p> <ul> <li>Proactively partner with AM for renewals and retention efforts.</li> <li>Identify risks early and implement mitigation strategies.</li> <li>Ensure a high-quality customer experience across all touchpoints.</li> </ul> <p>&nbsp;</p> <p><span style="font-size: 12pt;"><strong>What you should have:</strong></span></p> <p>Qualifications:</p> <ul> <li>3+ years of experience in Customer Success, Account Management, or a related client-facing role.</li> <li>Experience managing complex or enterprise-level accounts.</li> <li>Strong communication and relationship-building skills.</li> <li>Ability to manage multiple priorities and accounts effectively.</li> <li>Comfortable working independently and taking ownership of outcomes.</li> <li>Strong problem-solving and organizational skills.</li> <li>Experience in SaaS or technology-driven environments.</li> <li>Familiarity with dealership operations, DMS platforms, or related industries (Powersports, Marine, RV, etc.).</li> <li>Experience working cross-functionally with Sales, Product, and Support teams.</li> <li>Experience presenting to executive-level stakeholders.</li> <li>Customer Success or Account Management certification a plus.</li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p>&nbsp;</p> <p><strong>Inclusion and Diversity at Lightspeed:</strong></p> <p>At Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.</p> <p><strong>Equal Employment Opportunity Statement:</strong></p> <p>Lightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.</p> <p><strong>Important Note:</strong></p> <p>Applicants must be authorized to work in the U.S.</p> <p><strong>Ready to apply?</strong></p> <p>Take the next step in your career—apply today and join a team where your skills will make an impact!</p> <p>&nbsp;</p></div>