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 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.
Requirements
- 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.
Benefits
- 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
- 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…
Work Arrangement
Hybrid
Be a changemaker
- 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
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.
Additional Information
- 3 days a week in office
- Company serves retail, hospitality, and golf businesses in over 100 countries
- Founded in Montréal, Canada in 2005
- Dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD)
- Teams across North America, Europe, and Asia Pacific
