Senior Manager, Customer Implementation

Hi there! Thanks for stopping by 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We’re looking for a Senior Manager, Customer Implementation to lead Lightspeed’s North America Retail onboarding team, responsible for delivering high-quality implementations that drive time-to-value, product adoption, and early-stage retention. This role owns onboarding strategy, execution, and cross-functional alignment across Sales, Product, Support, and Customer Success. The Role Reporting to the Director of Customer Success, this mission-critical role is responsible for leading and optimizing Lightspeed’s Implementation team, as they onboard Lightspeed customers as well as setting the strategy. The onboarding team is responsible for preparing and supporting customers to leverage all of the features in their POS as well as assisting with at-risk accounts. They must develop a deep understanding of the typical business challenges the customer faces and be skilled at setting the right expectations and ensuring that we meet those expectations. This role will focus on providing a best-in-class implementation experience for our clients and requires excellent strategic, analytical and business process skills in order to effectively nurture our team and growing customer base. What you’ll be doing: - 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. What you need to bring: We’re a team of 40 people located in North America and the Philippines. - 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. We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! Be a changemaker You’ll enjoy: - A flexible work environment that empowers you to do your best work (3 days a week in office) - 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 Plus benef...