Senior Manager, Customer Implementation

Senior Manager, Customer Implementation

Reporting to the Director of Customer Success, this mission‑critical role is responsible for leading and optimizing Lightspeed’s Implementation team, delivering high‑quality implementations that drive time‑to‑value, product adoption, and early‑stage retention.

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 i...