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 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. Qualifications 5+ years of work experience within a SaaS company. 5+ years of leadership experience 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 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 paid time off and remote work policies. Equity options. Contributions to a pension plan. Training opportunities to grow skills and career. Health and wellness credit. Paid time off for volunteering. Interest groups, employee‑led networks, social committees, and support for sports teams. Computer purchase program to acquire personal MacBook. Enhanced parental leave. Compensation for this position is expected to be in the range of $141,000 to $170,000 CAD. This includes a variety of employee benefits such as medical, dental, wellness, life and disability insurance, RRSP plan and match, paid parental leave top‑up, and paid time off. 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. #J-18808-Ljbffr