Manager, Implementation

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, Implementation reports to the Sr. Manager, Implementation and is responsible for leading a team of Data Extraction Specialists and Project Managers who oversee end-to-end customer onboarding and product deployment. This role ensures successful delivery of SaaS solutions through strategic planning, execution, and continuous improvement of implementation processes. The Manager plays a key role in driving customer satisfaction, retention, and operational excellence.

What you’ll do:

• Lead and develop a high-performing implementation team, fostering a culture of accountability, collaboration, and continuous improvement.
• Own all aspects of people management including hiring, onboarding, coaching, performance reviews, and career development.
• Oversee the execution of customer implementations, ensuring timely delivery, quality outcomes, and alignment with client expectations.
• Collaborate cross-functionally with Sales, Product, Support and other key stakeholders to ensure seamless handoffs and client readiness.
• Manage escalations and complex client scenarios with professionalism and strategic problem-solving.
• Monitor and report on key performance indicators (KPIs) including implementation timelines, customer satisfaction, and retention metrics.
• Identify process gaps and lead initiatives to improve implementation efficiency and scalability.
• Contribute to strategic planning and resource allocation to support growth and evolving customer needs.

What you should have:

Qualifications:

• Minimum of 5+ years of experience in SaaS implementation, customer success, or project management.
• 3+ years of leadership experience, including managing remote teams and driving performance.
• Proven track record of successful client onboarding and retention in a SaaS environment.
• Hands-on experience with Certinia or similar platforms, including PSA or ERP implementations.
• Strong communication and interpersonal skills, with the ability to influence and collaborate across teams.
• Experience managing escalations and navigating complex customer relationships with empathy and professionalism.
• Familiarity with SaaS platforms, implementation methodologies, and customer lifecycle management.
• Proficiency in project management tools (e.g., Asana, Jira, Smartsheet) and CRM systems (e.g., Salesforce).
• Bachelor’s degree in Business, Technology, or a related field; PMP or similar certification is a plus.

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!