Senior Manager, Customer Implementation

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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 benefits designed to keep you happy, healthy and fulfilled.

• 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

• Etc…

Fuel your growth. Find your people.

At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that’s passionate about empowering our communities

At Lightspeed, we carefully consider a wide range of factors when determining compensation, including your skill set, qualifications, experience, and market data. These considerations can cause your compensation to vary. We reasonably expect the total compensation for this position to be in the range of $141,000 TO $170,000 CAD . Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, RRSP plan and match, paid parental leave top-up, and paid time off.

Please note that this compensation information is solely for candidates hired to perform work within Ontario (update to BC if posted in Vancouver) and reflects the amount Lightspeed is willing to pay at the time of this posting. This role represents an existing vacancy at Lightspeed. Lightspeed uses artificial intelligence–enabled tools to support certain aspects of the recruitment process; all hiring decisions are made by our recruiting and hiring teams.

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?

Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here .

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:

Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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