Key Account Manager (Ghent)

Ghent · Remotefull timeRemote

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mid

H1B: no

Lightspeed HQ The Key Account Manager manages Lightspeed's largest hospitality customers in the Benelux region, driving growth, retention, and product adoption. They build strategic partnerships and collaborate cross-functionally to optimize customer experience.

Responsibilities

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
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

Qualification

Fluent business-level Dutch and EnglishExperience in hospitality

Required

3–5+ years experience in Account Management or Strategic Customer Success in B2B SaaS
Strong understanding of SaaS metrics including NRR, product adoption, expansion, renewals, churn
Experience managing complex stakeholder structures and engaging C-level teams
Fluent business-level Dutch and English