Senior Manager, Professional Services

Join Lightspeed Commerce as a Senior Manager, Professional Services (Retail) and lead the successful implementation, expansion, and upgrade of our key retail customers.

The Role Reporting to the Director, Customer Success, this critical role is responsible for overseeing the successful onboarding, customization needs, and ongoing support for Lightspeed Retail’s most strategic customers in North America.

What You’ll Be Doing

Provide guidance and direction to the Strategic Implementation teams on strategy, playbook and day‑to‑day execution.

Accountability for North America Professional Services team, including monthly, quarterly and annual targets, employee performance, coaching and development.

Accountability for global implementation and Professional Services strategies.

Accountability for the Customization Team Strategy.

Work closely with Customer Support, Customer Success, and Sales to ensure a smooth hand‑off of key accounts and long‑term adoption.

Implement and manage a results‑based performance program to oversee the quality and accuracy of interactions with customers, including participation in calibration and validation sessions.

Improve productivity by highlighting deficiencies and recommending changes to tools, processes, reporting, and employee engagement.

Maintain a mindset of continuous improvement and monitor the efficiency of processes as well as customer and employee satisfaction.

Execute ongoing development activities to ensure customers are met with friendly and knowledgeable employees.

Provide technical expertise, coaching, guidance, and training to team members.

Drive customer service excellence and strategy for the global team.

Act as an escalation point to resolve customer issues and/or disputes and ensure that escalation processes are well implemented globally, and liaise with functional leaders.

Refine the KPIs and metrics with evolving business needs.

Work in lockstep with the Customers team, Support, and Sales to provide weekly updates on the KPI’s that matter.

Work closely across the business and contribute to the development of all areas of Lightspeed’s Go‑To‑Market motion.

What You Need To Bring

5+ years’ work experience within a SaaS company.

5+ years of leadership skills, and management of large global teams.

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.

Knowledge of support ticketing and management tools with the ability to pull KPIs, create reports, and provide analysis.

Experience with developing and managing a department expense budget.

Experience in leading services teams.

Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.

Excellent communication, facilitation, presentation, and negotiation skills in English.

Passion for building strong professional relationships.

Ability to strategize outside the box and think conceptually in a fast‑paced organization.

Ability to lead by influence with global and cross‑functional teams.

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 make your voice heard.

Benefits

Flexible paid time off and remote work policies.

Equity options.

Contributions to your pension plan.

Training opportunities to grow your skills and career.

Health and wellness credit.

Time off to volunteer and give back to your community.

Interest groups, employee led networks, social committees to sponsor sports teams.

Computer purchase program to get your personal Macbook.

Enhanced parental leave to support growing families.

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.

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