Senior Manager, Customer Implementation

Lightspeed Commerce, Inc. • Montreal, QC

5d • Hybrid

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 implementations that enhance time-to-value, product adoption, and early-stage retention for customers. The position involves owning the onboarding strategy, execution, and cross-functional alignment with Sales, Product, Support, and Customer Success teams. The ideal candidate will have strong strategic, analytical, and business process skills to nurture the team and the growing customer base, focusing on delivering a best-in-class implementation experience.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed