About the RoleWe’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. ResponsibilitiesOwn 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. 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. Qualifications5+ years of work experience within a SaaS company. 5+ years of leadership experience managing 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, fast‑paced environment. Knowledge of customer implementation best practices within a SaaS environment. Proficiency in data and tooling (CRM, support platforms, CS tools) to drive performance and insights. Experience managing a department expense budget. Strong problem‑solving skills and ability to operate in a rapid‑paced, evolving environment. Excellent communication, facilitation, presentation, and negotiation skills. Passion for building strong qualified relationships and influencing cross‑functional teams. BenefitsFlexible work environment with the option for remote work and 3 days in office per week. Competitive salary range: $141,000 to $170,000 CAD (Ontario). Equity options. Health and wellness credit. Paid time off and remote work policies. Contributions to pension plan. Training and career development opportunities. Enhanced parental leave. Computer purchase program for a personal MacBook. Equal Opportunity StatementLightspeed is a proud equal opportunity employer and is committed to creating an inclusive and barrier‑free workplace. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates participating in the selection process.#J-18808-Ljbffr

📌 Senior Manager, Customer Implementation (Toronto) - C$141,000 - C$170,000 A Year
🏢 Lightspeed
📍 Toronto