Customer Success Manager

Company Overview:

Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (OEMs), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Cart industries. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rentals, accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For nearly 40 years, Lightspeed has been empowering 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.

The Customer Success Manager (CSM) at Lightspeed plays a crucial role in ensuring that dealerships in industries like Powersports, Marine, RV, and more achieve maximum value from Lightspeed’s Dealer Management Solution (DMS). As a strategic advisor, the CSM will build strong, trust-based relationships with clients, focusing on optimizing their business processes and driving product adoption. By understanding the unique challenges of each dealership, the CSM will work collaboratively to enhance customer success and satisfaction.

What You’ll Do:

• Proactively work with Lightspeed customers developing an understanding of their objectives and unlock the value of Lightspeed DMS solutions.
• Monitor account health and analyze customer usage data to identify risks and deploy strategies to improve adoption and retention.
• Provide Insights and Recommendations using data-driven insights to help dealerships improve operations, suggesting features and process utilizations to drive product value.
• Schedule periodic check-ins with customers to discuss progress, address concerns, and share product updates or enhancements.
• Collaborate with Internal Teams to act as the voice of the customer within Lightspeed, sharing feedback and collaborating with product, support, and sales teams.
• Handle Escalations and efficiently manage and resolve customer issues, ensuring a high level of satisfaction and a positive customer experience.
• Identifies areas of opportunities and expansion for the customer and Lightspeed within the portfolio of products to assist Sales in account growth and renewals.

What You Should Have:

• Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Proficiency in analyzing data to inform strategic decisions and provide actionable recommendations.
• Problem-solving abilities and the capacity to handle escalated issues effectively.
• Ability to manage multiple accounts simultaneously, prioritizing tasks based on customer needs.

Qualifications:

• Experience: 3+ years in a customer success, account management, or similar client-facing role within the software/SaaS industry.
• Education: Bachelor’s degree or equivalent experience in Business, Communication, or a related field.
• Familiarity with CRM tools and a basic understanding of data analysis. Prior experience with dealer management systems or related software is advantageous.

Preferred Qualifications:

• Background in industries such as Powersports, Marine, RV, or Outdoor Power Equipment or dealership environment.
• Experience working with internal teams to communicate customer feedback and product requests or enhancements.
• Certification in Customer Success Management or a related professional development course.

Inclusion and Diversity at Lightspeed:

At Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.

Equal Employment Opportunity Statement:

Lightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.

Important Note:

Applicants must be authorized to work in the U.S.

Ready to apply?

Take the next step in your career—apply today and join a team where your skills will make an impact!