Manager, Customer Success at Lightspeed POS
Amsterdam, NL

You might ask yourself: what is in a name? But, let's be real, it sounds pretty awesome and feels even better. If you can already picture this title under your own name then continue reading and find out what your success entails. As a Manager, Customer Success you are responsible for overseeing the onboarding, (technical training) and Customer Success Managers of the European Customer Success team. You make sure our customers receive the perfect first class service they did not even realise they wanted in the first place. From beginning till the end, your impressive strategic, analytical and business process skills will not just elevate each customer experience to new heights, but also effectively grow and nurture each individual member of your team. Your entrepreneurial sprit, strong initiative and proven experience in leading Customer Success, Sales or Account Management teams ensure your team members are performing on top of their game and so our customers feel confident in their investment with Lightspeed over and over again. For you success is not a destination, it is a continuous journey where each challenge is seen as an opportunity to improve. And that warm fuzzy feeling you get from seeing your customers and your team strive, is what we call success (or we first suggest seeing a doctor)!

About Us: 

Lightspeed powers small and medium-sized businesses in over 100 countries around the world with its cloud-based commerce platform. Its smart, scalable, and dependable all-in-one Point of Sale software system helps restaurants and retailers sell across channels, manage operations, engage with consumers, accept payments, and grow their business. Founded in 2005 with offices in Canada, USA, Europe and Australia, Lightspeed recently completed its initial public offering on the Toronto Stock Exchange (TSX: LSPD). We're passionate about enabling people to do their best work. Come work with us and find out what you can do.

Take a seat, because here is an exciting list of responsibilities, all yours: 

  • Inspire Customer Success across EMEA and create an Europe-wide culture of Customer Success by leading by example and enthusiasm;
  • drive a Europe-wide definition of the ideal customer journey;
  • provide guidance and direction to the EMEA Customer Success teams on day-to-day activities, while driving customer service excellence and strategy for the team;
  • manage hiring and training processes in Europe;
  • manage employee performance, coaching and development of results to oversee the quality and accuracy of interactions with customers;
  • act as an escalation point to resolve customer issues and/or disputes and make strategic decisions on compensation requests handled by the CSM’s;
  • work together with our Product teams around driving product roadmap as well as building reports based on data around customer issues;
  • influence future lifetime value through higher product adoption, customer satisfaction and overall health scores;
  • manage customer success engagement touchpoints and report on this;
  • drive new business growth through greater advocacy and reference-ability;
  • improve productivity by highlighting deficiencies and recommending changes to tools, processes, reporting, and employee engagement;
  • refine the KPIs and metrics with evolving business needs and to provide team feedback and statistical information as well as change management;
  • work closely together with the AM manager to stimulate a growth in customer value (add-ons);
  • work together with marketing around content, events and outreach for existing customers;
  • work together with the Support Management team to improve customer satisfaction by improving processes;
  • lead team meetings to inspire and bring the teams together, show insights and results;
  • work together with the European Management team. 

Requirements:

  • Proven leadership skills, with 3+ years experience in leading customer-facing organizations. (preferred SaaS);
  • fluency in Dutch and English;
  • knowledge of support ticketing and management tools with the ability to pull KPIs, create reports, and provide analysis;
  • BS in Computer Science, Business Studies or equivalent experience;
  • passion for building and maintaining strong professional relationships;
  • excellent communication, facilitation, presentation, and negotiation skills;
  • ability to strategize outside the box and think conceptually in a fast-paced organization;
  • strong research, analytical, and reporting skills;
  • ideally a combined background of post-sale and sales experience;
  • strong empathy for customers AND passion for revenue and growth;
  • strong level of autonomy with the ability to drive projects with limited guidance;
  • analytical and process-oriented mindset;
  • demonstrated desire for continuous learning and improvement;
  • enthusiastic and creative leader with the ability to inspire others;
  • ability to travel.

Assets:

  • French or German language skills;
  • knowledge of Apple tools, web technologies, and networking;
  • MBA or project management certification;
  • eCommerce, Hospitality or Retail knowledge.

What is in it for you?

  • An environment that encourages initiatives and leadership;
  • social events throughout the year including the legendary annual holiday party;
  • fun activities with your teammates - be part of the Lightspeed family;
  • work with highly talented people who are as passionate about their craft as you are!
  • a starterpack; whether you're a noob or a veteran, we treat you the same!