Senior Customer Success Manager - NuOrder

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

NuORDER by Lightspeed is seeking a full-time Senior Client Success Manager (CSM) to join its B2B Client Success team. This role is pivotal in driving customer retention, expanding revenue through upsells and cross-sells, and ensuring strong product adoption and engagement across the customer lifecycle.

Client Success at NuORDER by Lightspeed is about strategic partnership—engaging with customers from pre-close through renewal to maximize their investment and long-term success. CSMs take a proactive approach by building strong relationships, deeply understanding customers’ business objectives, and guiding them toward measurable outcomes.

The CSM is responsible for ensuring seamless onboarding, increasing product adoption, identifying expansion opportunities, mitigating churn risks, and fostering customer advocacy. By leveraging data-driven insights and regular touchpoints, they help customers realize the full value of Lightspeed’s solutions, ensuring both customer satisfaction and revenue growth.

What you’ll be doing:

• Serve as a strategic partner to customers, ensuring a seamless transition, adoption, and long-term success with Lightspeed’s solutions
• Manage a multimillion-dollar book of business, guiding customers through the full lifecycle—from onboarding and adoption to expansion and renewal
• Develop and execute proactive engagement strategies, including health checks, advocacy opportunities, and value-driven touchpoints aligned with key customer milestones
• Leverage customer usage data, health indicators, and lifecycle insights to drive retention, maximize product adoption, and identify expansion opportunities
• Collaborate cross-functionally with Sales, Product, and Support teams to mitigate risk, address product gaps, and enhance the overall customer experience
• Act as the voice of the customer, funneling feedback to internal teams to improve platform functionality, optimize workflows, and drive customer success at scale

What you need to bring:

• Bachelor’s degree (any field)
• 5 to 7 years of experience in Customer Success, Client Success, or Account Management within both SaaS and wholesale/retail industries
• Strong strategic and problem-solving skills, with the ability to anticipate change and adjust priorities proactively
• Excellent communication skills in English and Spanish, both written and verbal
• Proven ability to drive retention, product adoption, and customer engagement through data-driven insights and proactive strategies

Even better if you have, but not necessary

• Portuguese fluency (written and verbal)
• Experience with CRM and customer engagement tools (e.g., Salesforce, ChurnZero, Zendesk) 

How you will be measured on success:

• Maximize customer value through adoption, engagement, and alignment
• Exceed GRR & NRR targets with strong retention strategies
• Support upsell/cross-sell efforts by partnering with Account Management and SALes
• Drive product adoption and engagement
• Reduce churn risk, turning challenges into retention
• Improve processes and support strategic initiatives
• 10% of role involves travel (onsite meetings/tradeshow events)

What will help you be successful in this role:

• Results-driven, self-motivated, and autonomous
• Strong leadership mindset with a drive for continuous learning
• Exceptional people skills to influence all levels, from users to executives
• Analytical and data-driven, turning insights into strategy
• Efficiency-focused, always optimizing workflows
• Clear, concise, and persuasive communicator with strong presentation skills

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!

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
• 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
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning
• Volunteer day

At Lightspeed, we carefully consider a wide range of factors when determining compensation, including your skillset, qualifications, experience, and market data. These considerations can cause your compensation to vary. We reasonably expect the on-target-earnings for this position to be in the range of $100,000 to $118,000 USD, depending on the candidate’s location. Additionally, this role may be eligible for discretionary short-term and long-term incentives. Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, 401K plan and match, paid parental leave top-up, and paid time off. 

Please note that this salary information is solely for candidates hired to perform work within the United States, and refers to the amount Lightspeed is willing to pay at the time of this posting, which may vary depending on the candidate’s actual location. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

#LI-TL2

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.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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.