Senior Client Success Manager
Offer summary
Qualifications:
Experience in the wholesale industry or multi-brand retail., Extensive background in Customer Success or Account Management within SaaS and retail sectors., Strong strategic thinking and problem-solving skills., Excellent communication skills in English, both written and verbal..Key responsibilities:
- Manage customer onboarding, adoption, and renewal processes.
- Build and maintain relationships with key stakeholders, including C-suite executives.
- Drive product adoption and customer retention through data-driven strategies.
- Collaborate with cross-functional teams to enhance customer experience.
Job description
Hi there! Thanks for stopping by 👋
Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!
NuORDER by Lightspeed is seeking a full-time Senior Client Success Manager (CSM) to join its Client Success team in the Enterprise Retail division. This role is pivotal in driving customer retention, expanding revenue through identifying opportunities for upsells and cross-sells, and ensuring strong product adoption and engagement across the customer lifecycle.
Client Success at NuORDER by Lightspeed is about strategic partnership—engaging with customers from pre-close through renewal to maximise their investment and long-term success. CSMs take a proactive approach by building strong relationships, deeply understanding customers’ business objectives, and guiding them toward measurable outcomes.
The CSM is responsible for ensuring seamless onboarding, increasing product adoption, identifying expansion opportunities, mitigating churn risks, and fostering customer advocacy. By leveraging data-driven insights and regular touchpoints, they help customers realise the full value of Lightspeed’s solutions, ensuring both customer satisfaction and revenue growth.
What you’ll be doing:
- Serve as a strategic partner to customers, ensuring a seamless transition, adoption, and long-term success with NuORDER by Lightspeed’s solutions.
Own Product adoption and Customer Retention for retail partnerships in APAC region. - Collaborate with sales and pass leads to try to convert brands that are leveraging the platform complimentary through the retail partnerships program to paying customers.
- Manage multi-brand retailers in Australia, and their brands, guiding customers through the full lifecycle—from onboarding and adoption to expansion and renewal.
- Build strong relationships with key stakeholders quickly at the customers, including the c-suite, to influence change across their organisation
- Measure, identify and monitor customer value and ROI to demonstrate value proposition back to customer and to internal leadership. Support case studies, PR, and marketing to deliver value back to the customer
- Develop and execute proactive engagement strategies, including health checks, advocacy opportunities, and value-driven touchpoints aligned with key customer milestones.
- Leverage customer usage data, health indicators, and lifecycle insights to drive retention, maximize product adoption, and identify expansion opportunities.
- Collaborate cross-functionally with Sales, Product, and Support teams to mitigate risk, address product gaps, identify potential customers, and enhance the overall customer experience.
- Be an expert in your customers' business; understanding their business objectives, merchandising processes/systems and working with them to have NuORDER support their needs/goals each step of the way.
- Manage and execute day-to-day operations, leverage technology and constant process improvements to gain efficiency and scale.
What you need to bring:
- Experience working in the wholesale industry or at a multi-brand retailer
- Extensive experience in Customer Success or Account Management within both SaaS and wholesale/retail industries
- Strong strategic and problem-solving skills, with the ability to anticipate change and adjust priorities proactively
- Excellent communication skills in English, both written and verbal
- Proven ability to drive retention, product adoption, and customer engagement through data-driven insights and proactive strategies
- Experience in overseeing/managing project implementation across multiple stakeholders.
We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try!
Be a changemaker
You’ll enjoy:
- A flexible work environment that empowers you to do your best work
- A culture that celebrates performance
- The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard
- Career-defining opportunities
Plus benefits designed to keep you happy, healthy and fulfilled.
- Lightspeed share scheme (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Work remotely from anywhere in the world for up to 60 days per year
- Health and wellness benefit of $500 per year
- Mental health online platform and counselling & coaching services
- Paid leave and assistance for new parents
- LinkedIn Learning license
- Volunteer day
- Dog friendly environment
- Incredible snack bar filled with a variety of snacks & drinks, to keep you going throughout the day
- Weekly catered lunches for the entire office
- Dedicated Wellness Room for your physical and mental health needs, during working hours
- Exciting events hosted regularly by our Melbourne Culture Club
- Awesome office space located in Southbank, VIC
To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.
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.
Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.
Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.
Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
Required profile
Experience
Other Skills
- Communication
- Relationship Building
- Collaboration
- Adaptability
- Problem Solving
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