Lightspeed Commerce, Inc. - Manager, Customer Adoption & Success (EMEA)
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• We're looking for a Senior candidate who has experience with the following: • 5+ Years in SaaS Post-Sales Leadership: Proven experience in Customer Success, Product Adoption, or Digital Account Management, specifically within a high-growth SaaS environment. • The "0-to-1" Builder Track Record: Demonstrated experience building a function or team from scratch. You have defined playbooks, selected tech stacks (e.g., Pendo, Gainsight, Totango), and established operational processes where none existed before. • Hybrid Model Expertise: Experience managing a "Scale" or "Tech-Touch" team combined with high-touch engagement. You understand the mechanics of Digital Adoption Platforms and how to blend automation with human empathy. • Data-Driven Strategy: Strong fluency in SaaS unit economics (NRR, GRR, CAC). Experience using data analytics tools to segment customers and measure the impact of adoption initiatives on revenue. • Cross-Functional Collaboration: Proven ability to navigate complex organizational structures, aligning priorities across Product, Sales, and Support without direct authority. • We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! • Ability to do your job in a truly flexible environment; • Genuine career opportunities in a company that’s creating new jobs everyday; • Unlock your potential with our growth program, paving the way for promotions and career advancement; • 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 and (not) hungry: • Lightspeed share scheme (we are all owners) • Health & Wellness Credit- expense up to 400 EUR per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health • Mental Health Support through the Modern Health App - whether it is meditation, coaching or counseling you need - each employee gets access to this platform • People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year • LinkedIn Learning: At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow • Time off to volunteer and give back to your community • Transit benefit • Regular breakfast or lunches, drinks & snacks in our Amsterdam office • 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.
Responsibilities
• Build and Architect the Function (The "0-to-1" Mandate) • Design the Digital Infrastructure: Lead the construction of the "always-on" digital adoption layer (Tech-Touch) for all customer segments. Collaborate with Product and Marketing to design and implement in-app guides, automated email journeys, and self-serve logic that drive adoption without linear headcount growth. • Operationalize the "Digital Maturity" Model: Develop and implement the segmentation logic that categorizes customers based on "Digital Maturity" rather than just Recurring Revenue. Configure systems to automatically route "Low Maturity" customers to high-touch interventions and "High Maturity" customers to automated innovation paths. • Establish Data Governance: Define the "White Space" analysis framework. Build the reports and dashboards required to identify under-utilized features and measure the "Adoption Saturation Rate" across the portfolio. • Drive Performance & Strategic Execution • Manage the Hybrid Engagement Model: Lead a team of Adoption Specialists to execute a dynamic mix of digital campaigns and human-led interventions. Balance resources between "Steady State" retention activities and "Surge State" new feature launches. • Execute the "Hunter" Motion: Instill a proactive mindset within the team. Shift the focus from reactive support to proactive "Feature Expansion," training the team to pitch sticky features that deepen product entrenchment and generate "Adoption Qualified Leads" for the Account Management team. • Monitor & Optimize Metrics: Own the accountability for key adoption metrics including Daily Active Users (DAU), Time-to-Adoption, and Digital Deflection Rate. Relentlessly analyze data to identify friction points and optimize the customer journey. • Cross-Functional Leadership & Alignment • Define Operational Boundaries: Rigorously enforce the scope of the Adoption Team, ensuring clear handoffs with Launch (Technical Setup), Support (Break/Fix), and Account Management (Commercial). Act as the strategic diplomat to prevent scope creep. • Be the "Voice of Adoption" to Product: Synthesize qualitative and quantitative feedback to influence the Product Roadmap. Partner with Product leadership to ensure future features are built with "adoptability" as a core requirement. • and a Little Bit Of... • Adoption Data Stewardship & System Integrity: Beyond leading the team, act as the Guardian of Adoption Data. In a "Digital by Default" model, data accuracy is existential. Personally audit the quality of usage signals flowing between Product, CRM, and Digital Adoption Platforms. Ensure that a "Daily Active User" is defined consistently across the organization and that automated triggers fire based on accurate, real-time reality. Occasionally dive into the raw data to spot anomalies that automated dashboards miss, ensuring the entire organization makes decisions based on truth, not just "vanity metrics."
No credit card. Takes 10 seconds.