Hybrid Senior Manager, Scaled Success presso Lightspeedhq
Lightspeedhq · United States, Stati Uniti d'America · Hybrid
- Ufficio in United States
Hi there thanks for stopping by!
We’re looking for a Senior Manager of Scaled Success to lead a specialized team and drive customer success at scale for Lightspeed North American Retail, managing a large number of customers through digital and automated strategies, rather than a one-to-one CSM approach. This role requires a strategic mindset to develop and implement scalable processes, tools, and metrics to ensure customer satisfaction, adoption, and retention across a broad customer base.
In essence, as the Scaled Success Director you will be responsible for ensuring that a large number of customers achieve value from a product or service through efficient and scalable strategies, while also fostering a positive and supportive team environment.
What you'll be doing:
- Defining and implementing scalable customer success strategies, including digital engagement programs, automated workflows, and self-service resources, to drive customer retention.
- Managing and mentoring a team of specialists, fostering a collaborative and high-performing environment.
- Identifying opportunities to improve the customer journey through data analysis, segmentation, and targeted interventions.
- Partnering with sales, marketing, product, and other teams to align on customer success goals and ensure a seamless customer experience.
- Tracking key performance indicators (KPIs) related to customer health, adoption, retention, and expansion, and taking proactive measures to address any areas of concern.
- Gathering and analyzing customer feedback to inform product development, improve customer experience, and drive product adoption.
- Serving as the point of escalation for complex customer issues and ensuring timely and effective resolution.
- Creating and delivering educational materials, resources, and success plans to help customers maximize product value and achieve their goals.
- Supporting revenue retention, upsells, and cross-sells within the assigned customer segments.
What you need to bring:
- Proven experience in customer success, account management, or related roles, with a strong track record of success in driving customer outcomes – minimum 5+ years experience.
- Experience leading and managing teams, particularly in a scaled customer success environment.
- Strong strategic thinking and problem-solving skills, with the ability to develop and implement scalable solutions.
- Excellent communication, interpersonal, and presentation skills, with the ability to build relationships and influence stakeholders at all levels.
- Proficiency in using customer success platforms and tools (e.g., Gainsight, Pendo, ChurnZero).
- Ability to thrive in a fast-paced, dynamic environment.
- Industry expertise in retail (preferred)
What’s in it for you?
Come live the Lightspeed experience...
- Ability to do your job in a truly flexible environment;
- Genuine career opportunities in a company that’s creating new jobs everyday;
- Work in a team big enough for growth but lean enough to make a real impact.
… and enjoy a range of benefits that’ll keep you happy & healthy:
- Lightspeed RSU program (we are all owners)
- 401 contribution
- Flexible working policy
- Health insurance
- Health and wellness benefits
- Paid leave assistance for new parents
- Access to LinkedIn learning
At Lightspeed, we carefully consider a wide range of factors when determining compensation, including your skillset, qualifications, experience, and market data. These considerations can cause your compensation to vary. We reasonably expect the base salary for this position to be in the range of $135,000 to $150,000 USD, depending on the candidate’s location. Additionally, this role may be eligible for discretionary short-term and long-term incentives. Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, 401K plan and match, paid parental leave top-up, and paid time off.
Please note that this salary information is solely for candidates hired to perform work within the United States, and refers to the amount Lightspeed is willing to pay at the time of this posting, which may vary depending on the candidate’s actual location. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.
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.
Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.
Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.
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.
