Product Adoption Specialist (French required)

Lightspeed Commerce, Inc.•Montreal, QC

8d•Remote

About The Position

We are looking for a Bilingual (FR/EN) Product Adoption Specialist to join our Customer Success team for our Golf product. You will be responsible for leading product onboarding and adoption sessions for our existing customers in partnership with their Account Manager. A key part of your role will be working closely with the Account Manager to resolve customer challenges, establish sustainable workflows, and help customers achieve long-term success.

Requirements

Experience working in a customer-facing role.
Excellent written and verbal communication skills in both French and English. As a global company with employees and customers outside of Quebec, English is required as a working language for this position.
Experience delivering training, teaching, onboarding, or facilitating customer enablement sessions.
Experience in the golf industry or a strong passion for the game of golf.
Ability to quickly learn, understand, and clearly explain technical concepts.
Strong problem-solving skills that help customers successfully adopt and use their POS system according to best practices.
Results-driven, metrics-oriented, and resourceful.

Nice To Haves

Previous experience in a technical role (software, IT, or technical support).
Experience in the retail or hospitality industries.
Proficiency with Microsoft Excel (VLOOKUP and basic formulas).
Experience using Slack, ChurnZero, Zendesk, and HubSpot.
Understanding of the SaaS sales cycle and customer journey.

Responsibilities

Educate and support customers on configuring and using Golf + POS (Retail and Restaurant), along with the workflows that best support their operational needs.
Implement newly purchased features and functionality following an upsell completed by the Account Manager.
Act as a product specialist during customer training sessions, taking a retention-focused approach to ensure customers fully adopt the software.
Collaborate closely with the Account Management, Customer Success, Technical Support, and Product & Technology teams to continuously improve both the customer experience and our product offerings.
Partner with the Product & Technology team by contributing customer feedback that supports product enhancements and new feature development.
Assess each customer's level of understanding and adapt training methods to accommodate different personalities, learning styles, and business needs.
Document each customer's progress, track ongoing issues and blockers, and recommend actionable next steps to improve customer satisfaction and support retention.
Proactively manage the customer retention pipeline by monitoring at-risk accounts, prioritizing follow-up activities, and coordinating next steps with internal stakeholders.
Present product capabilities, add-ons, and integrations in a way that addresses each customer's operational goals while maintaining a high level of customer satisfaction.

Benefits

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
Flexible paid time off and remote work policies
Equity options, because this is your company too
Contributions to your pension plan. Your future matters
Training opportunities to grow your skills and career
Health and wellness credit so you feel your best
Time off to volunteer and give back to your community
Interest groups, employee led networks, social committees to sponsored sports teams
Computer purchase program to get your personal Macbook
Enhanced parental leave to support growing families