Director - Customer, International

Lightspeed Commerce, Inc.; Auckland; Hybrid; NZD 180,000 - 280,000; Full time

Benefits offered by this job

Lightspeed share scheme

Unlimited paid time off

Work remotely up to 60 days per year

Flexible working policy

Health and wellness benefit

Mental health support

Paid parental leave

Paid Volunteer day

Southern Cross health insurance

Public transport subsidy

Complimentary meals in office

Auckland Culture Club events

Secure parking

Newmarket office

Dog friendly environment

Job summary

Lightspeed Commerce, Inc. in Auckland is seeking a Director - Customer, International to set and drive the customer strategy across our International markets, focusing on retention, health, and end-to-end experience.

You will align senior stakeholders across Account Management, Support, Implementation, Product, RevOps, Marketing and Payments to turn insights into measurable outcomes. This is a global leadership role with hybrid work from New Zealand.

Qualifications

• Senior leadership experience in Customer Success or related post-sales role.
• Measurable outcomes including churn reduction, retention and renewals.
• Experience setting customer strategy and delivering through multiple teams.
• Influencing executive or global stakeholders across functions.
• Experience using data to identify risk and opportunities.

Responsibilities

• Set the customer strategy across International markets with clear plans and success metrics.
• Own the International customer agenda across retention, health, experience and long-term value.
• Lead initiatives to reduce churn, improve renewals and strengthen proactive retention.
• Partner with Account Management, Retention, Support and Implementation leaders to embed customer practices.
• Strengthen customer health models using product, commercial, support, payment and lifecycle signals.
• Own the governance for customer lifecycle tooling, workflows, reporting and data quality.
• Lead experimentation with automation and AI-enabled tools to improve outcomes and capacity.
• Lead and develop the International Customer function and set operating rhythms across teams.

Skills

Senior leadership experience

Measurable outcomes

Customer strategy

Executive influence

Automation/AI tools

Tools

ChurnZero

Intercom

Job description

Hi there! Thanks for stopping by

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

We’re looking for a Director - Customer, International to join our team at Lightspeed.

In this role, you’ll set the customer strategy across our International markets, with a focus on retention, customer health and the end-to-end customer experience. You’ll turn business goals into clear plans and measurable outcomes, while connecting teams across Account Management, Support, Implementation, Product, RevOps, Marketing and Payments.

You’ll identify the highest-value opportunities for our customers and business, turn insight into action, and build scalable ways of working that improve outcomes across the customer lifecycle.

The ideal candidate brings significant experience leading post-sales or customer functions in a SaaS or technology business, strong commercial and analytical judgment, and the ability to align senior stakeholders around meaningful change.

What you’ll be doing:

• Set the customer strategy across International markets and translate priorities into clear plans, decision rights, success measures and accountability.
• Own the International customer agenda across retention, customer health, experience and long-term value creation.
• Lead initiatives to reduce churn and contraction, improve renewals and strengthen proactive retention.
• Partner with Account Management, Retention, Support and Implementation leaders to embed effective customer practices into day-to-day execution.
• Strengthen customer health models using product, commercial, support, payment and lifecycle signals.
• Own the strategy and governance for customer lifecycle tooling, workflows, reporting and data quality.
• Lead experimentation with automation and AI-enabled tools that improve customer outcomes and team capacity.
• Lead and develop the International Customer function, set clear operating rhythms and influence senior stakeholders across global and regional teams.

What you need to bring:

We're looking for a candidate who has experience with the following:

• Senior leadership experience in Customer Success, Account Management, Customer Experience, Customer Operations or a related post-sales function within a SaaS or technology business, ideally with regional or international scope.
• Direct ownership of measurable customer outcomes, including churn reduction, contraction, retention, renewals, customer health, adoption, NRR or expansion.
• Proven experience setting customer strategy and delivering it through multiple teams, particularly Account Management, Retention, Support and Implementation.
• Evidence of influencing executive or global stakeholders, resolving competing priorities and adapting global strategy to local market or customer realities.
• Experience using customer, product, commercial and operational data to identify risk, prioritise opportunities and improve business outcomes.
• Experience building or improving customer health models, lifecycle processes, governance, tooling or operating models; ChurnZero, Intercom or comparable platforms are advantageous.
• Demonstrated success leading and developing teams, including setting direction, coaching people, building capability and driving accountability in a relatively junior or developing function.
• Experience improving customer and team efficiency through automation, AI-enabled tools, process redesign or scalable operating models.

Be a changemaker

At Lightspeed, we empower the businesses at the heart of our communities—from standout retailers to unforgettable restaurants to renowned golf courses.

We’re a global team that fuels ambition with technology and insight. From online and in-person operations to multichannel sales, payments, inventory management and data-driven insights, Lightspeed helps businesses grow, deliver exceptional customer experiences and run smarter across all channels and locations.

Join our driven, diverse and inclusive team to find your people, accelerate your career and create tangible solutions that help local businesses thrive.

You’ll have the opportunity to improve the customer experience at scale, shape how teams work together and make a meaningful impact across our International business.

Plus benefits designed to keep you happy, healthy and fulfilled.

• Lightspeed share scheme (we are all owners)
• Unlimited paid time off policy
• Work remotely from anywhere in the world for up to 60 days per year
• Flexible working policy
• Health and wellness benefit of $500 per year
• Mental health online platform and counselling & coaching services
• Paid leave and assistance for new parents
• Paid Volunteer day
• Premium cover if you sign up for health insurance with Southern Cross
• Subsidised public transportation to cover up to 75% of your commuting costs
• Complimentary breakfast and lunch options, along with fresh fruits, snacks, and beverages stocked in the office
• Exciting events hosted regularly by our Auckland Culture Club
• Secure, full-time parking facilities
• Newly renovated office space located in Newmarket (Auckland)
• Dog friendly environment

Do you need additional support during an interview?

At Lightspeed, we acknowledge that we face the unique challenge of engaging with and hiring diverse talent from marginalised communities with different personal or cultural norms. For many candidates from these underrepresented groups, a job interview can be an extra stressful or challenging experience. Taking this nuanced perspective into consideration, Lightspeed is pleased to offer Supported Interviews! This means you’re welcome to bring whānau or a support person along with you during any Lightspeed interview (excluding initial recruiter phone call). This ensures you have the best opportunity to display your full range of strengths.

|| ONLY IF CRIMINAL CHECK APPLIES || Please note that we ask applicants to disclose any criminal convictions, and we conduct criminal record checks as part of our hiring process for this role.

|| ONLY IF Underwriting || Please note that we conduct credit checks as part of our hiring process for this role.

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.

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.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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