Manager, Customer Success

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 Manager of Customer Success at Lightspeed will lead and scale a team dedicated to ensuring dealerships across various industries see exceptional value from Lightspeed’s Dealer Management System and products. This leadership role is focused on developing a team and strategies that drive customer satisfaction, retention, and product adoption. This position will also partner with Account Management in their contract renewal efforts. The ideal candidate will be a proactive, data-driven leader with a passion for building strong teams and fostering customer success.

 What You’ll Do:

• Through strategic leadership you will develop and implement a Customer Health strategy that aligns with company objectives and drives customer satisfaction and retention.
• On a quarterly basis, demonstrate the revenue impact of Customer Success strategies and Customer Success Manager (CSM) team.
• Lead, mentor, and scale a high-performing Customer Success Manager (CSM) team. Provide coaching, career development, and support to ensure team members achieve their potential.
• Oversee key internal and external relationships, ensuring strategic alignment and engagement. Build relationships with executive stakeholders and partners to understand and support business goals.
• Drive Adoption and Value: Analyze customer data to understand usage patterns and identify opportunities for improvement. Develop programs to drive product adoption for CSM’s help dealerships achieve measurable business outcomes.
• Partner with Account Management in there renewal strategies to improve Net Revenue Retention.
• Lead analysis into dealer or product churn. Report on leading indicators to grow Gross Revenue Retention.
• Cross-Functional Collaboration with product, sales, and support teams to share customer feedback, influence product development, and drive a cohesive customer experience.
• Establish metrics and KPIs to track team performance, customer health, and product adoption. Provide regular reporting and insights to senior leadership.
• Act as the point of escalation for critical customer issues, ensuring a timely and satisfactory resolution while continually improving processes.
• Innovate process improvements by evaluating and implementing tools and processes that enhance the scalability and effectiveness of the Customer Success team.

Qualifications:

• 3 years in a leadership role. Proven leadership and management skills, with the ability to inspire trust and grow teams.
• 4 years of experience in Customer Success, Account Management, or a related role.
• Bachelor’s degree in business, Marketing, or a related experience.
• Experience managing Customer Health strategy in a SaaS business.
• Excellent communication and relationship-building abilities, especially with senior-level stakeholders.
• Strong analytical skills, with experience in using data to influence decisions and measure performance.
• Deep understanding of customer success metrics, best practices, and technology.

Preferred Qualifications:

• Experience working with or in the Powersports or dealership related industries.
• Experience using Salesforce.

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!