Senior Manager, Professional Services

Lightspeed; Montreal; On-site; CAD 85,000 - 115,000; Full time

Job summary

A leading technology company is seeking a Senior Manager of Professional Services in Montreal to oversee the implementation and support of key customers. The ideal candidate will have over 5 years of leadership experience in a SaaS environment and excellent communication skills. Responsibilities include guiding implementation teams and improving customer satisfaction. This role offers a flexible work environment and the opportunity for career growth.

Benefits

Flexible work environment

Equity options

Health and wellness credit

Training opportunities

Qualifications

• 5+ years’ experience in a SaaS company.
• 5+ years of leadership and management experience.
• Experience working in fast-paced environments.
• Fluency in English, both written and spoken.

Responsibilities

• Oversee onboarding and customization for key customers.
• Guide implementation teams on strategy and execution.
• Manage professional services team performance and goals.
• Drive customer service excellence for global teams.

Skills

Leadership skills

Customer implementation best practices

Analytical skills

Excellent communication skills

Strategic thinking

Tools

Support ticketing tools

Job description

Senior Manager, Professional Services (Retail)

We’re looking for a Senior Manager, Professional Services (Retail), to oversee the successful implementation, expansion, and upgrade of Lightspeed’s key customers. These global teams are part of the customer's organization that are on the front line of engaging with our most prestigious customers throughout their onboarding journey and long-term adoption.

The Role

Reporting to the Director, Customer Success, this critical role is responsible for overseeing the successful onboarding, customization needs, and ongoing support for Lightspeed Retail's most strategic customers in North America. The ideal candidate will possess a strong technical background, exceptional leadership skills, and a proven ability to drive customer success through complex strategic implementations.

This role will focus on delivering a best‑in‑class professional services experience for our clients and requires excellent strategic, analytical, and business process skills to effectively grow and nurture our expanding team and customer base.

What you’ll be doing

• Provide guidance and direction to the Strategic Implementation teams on strategy, playbook and day‑to‑day execution.
• Accountability for North America Professional Services team, including monthly, quarterly and annual targets, employee performance, coaching and development.
• Accountability for global implementation and Professional Services strategies.
• Accountability for the Customization Team Strategy.
• Works closely with Customer Support, Customer Success, and Sales to ensure a smooth hand‑off of Key accounts and long‑term adoption.
• Implement and manage a results‑based performance program to oversee the quality and accuracy of interactions with customers, including participation in calibration and validation sessions.
• Improve productivity by highlighting deficiencies and recommending changes to tools, processes, reporting, and employee engagement.
• Maintain a mindset of continuous improvement and monitor the efficiency of processes as well as customer and employee satisfaction.
• Execute ongoing development activities to ensure customers are met with friendly and knowledgeable employees.
• Provide technical expertise, coaching, guidance, and training to team members.
• Drive customer service excellence and strategy for the global team.
• Act as an escalation point to resolve customer issues and/or disputes and ensure that Escalation processes are well implemented globally, and liaise with functional leaders.
• Refine the KPIs and metrics with evolving business needs.
• Work in lockstep with the Customers team, Support, and Sales to provide weekly updates on the KPI’s that matter.
• Work closely across the business and contribute to the development of all areas of Lightspeed’s Go‑To‑Market motion.

What you need to bring

We’re a team of 31 people located globally.

• 5+ years’ work experience within a SaaS company.
• 5+ years leadership skills, and management of large global teams.
• Experience scaling teams and processes in a growing company and a fast‑paced environment.
• Experience or knowledge of customer implementation best practices within a SaaS environment.
• Knowledge of support ticketing and management tools with the ability to pull KPIs, create reports, and provide analysis.
• Experience with developing and managing a department expense budget.
• Experience in leading Services teams.
• Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.
• Excellent communication, facilitation, presentation, and negotiation skills in English. As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
• Passion for building strong professional relationships.
• Ability to strategize outside the box and think conceptually in a fast‑paced organization.
• Ability to lead by influence with global and cross‑functional teams.

Benefits

• A flexible work environment that empowers you to do your best work (3 days a week in office).
• A culture that celebrates performance.
• The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard.
• Career‑defining opportunities.
• Flexible paid time off and remote work policies.
• Equity options.
• Contributions to your pension plan.
• Training opportunities to grow your skills and career.
• Health and wellness credit.
• Time off to volunteer and give back to your community.
• Interest groups, employee‑led networks, social committees to sponsored sports teams.
• Computer purchase program to get your personal Macbook.
• Enhanced parental leave to support growing families.
• Etc…

Legal and Equal Opportunity

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.