Customer Success Manager

Lightspeed; Emea; Remote; IDR 666.888.000 - 1.000.334.000; Full time

Job summary

A leading technology company is seeking a Customer Success Manager. This position focuses on supporting S-Series merchants, ensuring customer retention, onboarding, and account stability. The ideal candidate will have prior experience in customer-facing roles, strong communication skills, and be adept at managing a high-volume portfolio. Competitive perks include a health and wellness credit, paid leave, and opportunities for continuous learning.

Benefits

Lightspeed equity scheme

Paid Leave

Work from anywhere for 60 days

Health & Wellness Credit

Health Support

Parental leave assistance

Free access to LinkedIn learning

Volunteer time off

Qualifications

• Experience in Customer Success, Account Management, or a similar customer-facing role.
• Strong communication skills for delivering complex information.
• Ability to manage multiple tasks while staying organized.
• Experience with CRM systems and Google Sheets.
• Adaptability to change and a solutions-focused approach.

Responsibilities

• Act as the primary contact for designated S-Series merchants.
• Guide merchants through onboarding to Lightspeed Payments.
• Support customers with subscription changes and billing questions.
• Coordinate with cross-functional teams to resolve customer issues.
• Identify at-risk merchants and take action to stabilize their experience.

Skills

Customer Success experience

Account Management skills

Strong communication skills

CRM system knowledge (Salesforce)

Organizational skills

Problem-solving skills

Tools

Salesforce

Google Sheets

Job description

We’re looking for a Customer Success Manager to join our S-Series Customer Success team. You will support a large, diverse portfolio of long-time S-Series merchants, focusing on customer retention, Lightspeed Payments onboarding, account stability, and clear guidance through pricing and product changes. Your role is central to strengthening the merchant experience and ensuring they can confidently use Lightspeed to run their business.

What you’ll be doing:

• Act as the primary point of contact for a designated portfolio of S-Series merchants, building trust and familiarity in a high-volume environment.
• Guide merchants through onboarding to Lightspeed Payments, including application support, underwriting requirements, expected timelines, and activation steps.
• Support customers through subscription changes, repricing events, supportability reviews, billing questions, and general account lifecycle needs.
• Problem-solve customer issues by coordinating with Support, Billing, Payments, Risk, and cross-functional partners to ensure smooth and timely resolutions.
• Identify at-risk merchants early and take appropriate action to stabilize their experience and prevent churn.
• Maintain complete, accurate, and timely documentation in Salesforce, internal trackers, and billing tools to support visibility and organizational alignment.
• Assist with high-impact S-Series initiatives such as past-due cleanup, rate reviews, contract clarity, and supportability for high-risk accounts.
• Take on various team-assigned projects, including process improvements, payment enablement pushes, merchant outreach campaigns, and cross-functional efforts that support larger business goals.
• Funnel customer feedback and ongoing pain points to the appropriate teams to improve the end-to-end S-Series experience.

What you need to bring:

• Experience in Customer Success, Account Management, or a similar customer-facing role in a B2B or SaaS environment.
• Strong communication skills, especially when delivering sensitive or complex information to customers.
• Proven ability to manage a high-volume portfolio with many moving pieces while staying organized and consistent.
• Experience working with CRM systems like Salesforce and comfort with Google Sheets or similar tools.
• Demonstrated ability to adapt to change, reprioritize dynamically, and stay solutions-focused.

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!

• Lightspeed equity scheme (we are all owners)
• Paid Leave and time to take holidays
• People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year
• Health & Wellness Credit expense towards your gym membership, yoga classes, a new bike or whatever else you do for your health
• Health Support - We believe you should be able to get care for your wellbeing when you need it, whether it is mental, financial or personal; we got you covered.
• Paid leave and assistance for new parents
• We believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow
• Time off to volunteer and give back to your community

Fuel your growth. Find your people.

At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that’s passionate about empowering our communities.

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