Senior Manager, Customer Implementation
About The Position
Lightspeed is seeking a Senior Manager, Customer Implementation to lead their North America Retail onboarding team. This role is responsible for ensuring high-quality customer implementations that enhance time-to-value, product adoption, and early-stage retention. The position involves owning the onboarding strategy, execution, and cross-functional alignment with Sales, Product, Support, and Customer Success teams. The onboarding team prepares and supports customers in leveraging their POS features and assists with at-risk accounts, requiring a deep understanding of customer business challenges and effective expectation management. This role emphasizes providing a best-in-class implementation experience and requires strong strategic, analytical, and business process skills.
Requirements
- 5+ years work experience within a SaaS company.
- 5+ years leadership skills, and management of large teams.
- Experience implementing digital onboarding, automation, and AI-driven efficiencies.
- Experience with customer success platforms (e.g., ChurnZero) or similar tools for health scoring, automation, and digital engagement.
- Experience scaling teams and processes in a growing company and a fast-paced environment.
- Experience or knowledge of customer implementation best practices within a SaaS environment.
- Experience using data and tooling (CRM, support platforms, CS tools) to drive performance and insights.
- Experience with developing and managing a department expense budget.
- Strong problem-solving skills with the ability to operate in a fast-paced, evolving environment.
- Excellent communication, facilitation, presentation, and negotiation skills.
- Passion for building strong professional relationships.
- Ability to lead by influence with cross functional teams.
Responsibilities
- Own and execute the North America Retail onboarding strategy, including playbooks, team performance, and day-to-day execution.
- Own and improve key onboarding outcomes including time-to-value, product adoption, payments activation, and early-stage retention.
- Own and optimize the end-to-end customer journey from sales handoff through onboarding and early adoption, eliminating friction and ensuring clear accountability across teams.
- Lead and develop the onboarding team, including performance management, coaching, and career development.
- Drive team performance through data-driven coaching, process improvements, and operational rigor to improve efficiency and customer outcomes.
- Define, track, and report on key onboarding KPIs including time-to-value, adoption, payments activation, and early-stage retention.
- Act as an escalation point for complex customer issues and ensure effective resolution processes.
- Partner cross-functionally with Sales, Support, and Customer Success to align onboarding with broader go-to-market strategy.
Benefits
- Flexible paid time off and remote work policies
- Equity options
- Contributions to your pension plan
- Training opportunities to grow your skills and career
- Health and wellness credit
- 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
- Medical insurance
- Dental insurance
- Wellness insurance
- Life insurance
- Disability insurance
- RRSP plan and match
- Paid parental leave top-up
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
