Team Lead, Engagement

2 weeks ago

Toronto, Canada Lightspeed Commerce Full time

Hi there Thanks for stopping by

Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

Lightspeed is seeking a Team Lead, Engagement - Retail Mid Market to join its Engagement team in North America. Their main objective is to lead a team of Customer Success Managers who are in charge of maintaining customer and revenue retention and facilitating upsell/cross-sell of services for the Mid Market/Enterprise and Professional Services book. Customer Success can be defined as engaging with customers from pre-close through renewal, they ensure our customers feel confident in the investment they are making. They have a proactive approach consisting of building relationships with new and existing customers, having an in-depth understanding of their business and product goals, and helping them meet those goals through regular contact.

The CSM team is responsible for educating customers to ensure they are leveraging all available services, managing at-risk events, and identifying opportunities for customer advocacy.

**What you'll be responsible for**
- Act as a mentor to other members of the CSM team: provide guidance on their day-to-day tasks and ensure process is adhered to
- Collaborate cross-functionally to ensure successful implementation and communication of new processes and procedures
- Lead by example to drive consistently high standards
- Be a leading customer advocate within Lightspeed: identify common customer challenges and partner with other departments to develop solutions
- Enable CSM team to engage with customers at key points in the customer journey: monitor customer usage data, go-live dates, health indicators and translate into strategies for retention and account growth
- Develop and support Success Plans and Quarterly Business Reviews
- Oversee all new hire onboarding to ensure they receive comprehensive training and develop resources, as required

**What you'll be bringing to the team**
- 3+ years working in a Customer Success role in B2B environments working with Mid Market and Enterprise level accounts
- Demonstrated ability to lead a group towards common goals and enable them to deliver results
- Resourcefulness with the ability to anticipate change and proactively adjust priorities and strategies accordingly
- Polished communication skills in English, both written and verbal

**Even better if you have, but not necessary**
- Fluency in French
- Experience in a SaaS and/or technology-related field
- Industry expertise in retail

**Who you are**
- Ability to thrive under pressure in an extremely fast-paced environment
- Results-driven, self-motivated, and autonomous
- Excellent judgment and an ability to resolve conflict quickly and efficiently
- High attention to detail with strong analytical skills and an ability to translate data into insights
- Ability to build trust and communicate effectively with other team members
- Well-developed project management and organizational skills

**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 and (not) hungry:

- Lightspeed RSU program (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Health insurance
- Health and wellness benefits
- Paid leave assistance for new parents
- Linkedin learning
- Volunteer days

**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.
- 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.

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