Role overview

Lightspeed, a global commerce platform company, is seeking a Key Account Manager to serve as the primary relationship owner for major hospitality enterprise customers across the UK region. This is a 12-month contract role based in London within the Sales department. You will focus on driving growth, retention, and product adoption with strategic hospitality accounts while building long-term business partnerships.

Key responsibilities

Serve as the main point of contact for Lightspeed’s largest and most strategic hospitality customers in the UK region.
Develop and execute strategic account plans designed to drive growth, retention, and increased product adoption across your portfolio.
Monitor product usage and work proactively to improve Net Revenue Retention metrics across your accounts.
Plan and lead quarterly business reviews and success planning sessions with customers.
Analyse usage data, go-live milestones, and health scores to identify risks early and take preventative action.
Build trusted relationships with C-level and operational stakeholders to position Lightspeed as a strategic long-term partner.
Collaborate with internal teams across Product, Customer Success, Implementation, and Support to deliver excellent customer experiences and gather feedback on product improvements.

Requirements

Three to five or more years of account management or strategic customer success experience within B2B SaaS, ideally with enterprise-level customers.
Strong knowledge of SaaS metrics including Net Revenue Retention, product adoption, expansion opportunities, renewals, and churn, with ability to use data to manage your portfolio.
Hands-on, data-driven approach with strong ownership mindset and demonstrated relationship management skills.
Experience managing complex, multi-level stakeholder structures with confidence engaging at the C-level, operations, and technical levels.
Fluent business-level English.
Experience in hospitality, point-of-sale systems, or hospitality technology is advantageous but not required.

What makes this role worth considering

Lightspeed offers genuine career growth opportunities within an expanding company, with a collaborative team environment designed for real impact. You will work alongside skilled professionals in a culture that values initiative and leadership while providing numerous benefits including an equity scheme, health and wellness credits up to £400 annually, mental health support through the Modern Health App, and the flexibility to work remotely for up to 60 days per year.