Senior Manager, Customer Implementation (Toronto)

About the Role

We’re looking for a Senior Manager, Customer Implementation to lead Lightspeed’s North America Retail onboarding team. The role delivers high‑quality implementations that drive time‑to‑value, product adoption, and early‑stage retention, and owns onboarding strategy, execution, and cross‑functional alignment across Sales, Product, Support, and Customer Success.

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 such as 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.