Customer Success Manager

**Hi there Thanks for stopping by**:
Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

We're looking for a Customer Success Manager to join our Mid-Market team in Auckland. You will be our customer champion, solving our customer's issues while educating them on hospitality best practice and how to get the most out of their Lightspeed products.

**What you'll be doing**:

- Guide and coach your customers through their journey to adopt Lightspeed's technology and create value in their business
- Successfully onboard new modules for customers, delivering 'go -live' dates on time
- Maximise customer retention by providing excellent customer service, product knowledge and sharing best practice
- Keep in touch with your portfolio of merchants to proactively identify opportunities for up-sell or churn mitigation
- Stay engaged with your portfolio of customers - driving product usage, and maintaining customer advocacy
- Develop a comprehensive understanding of the customers in your portfolio, using that knowledge to help drive positive change to our products and processes

And a little bit of
- Serve as an escalation point for issues that challenge your customers' success
- Maintain a deep understanding of the Lightspeed Products, integrations and partners
- Leading/supporting strategic hospitality-focused projects
- Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren't strictly within the scope of your role

**What you need to bring**:
We're a diverse team of 12 people located primarily in Australia and New Zealand. Our team is responsible for looking after our biggest Hospitality customers.

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

- Solution oriented - when you see a problem you jump into problem solving mode
- Familiarity with SaaS products and businesses
- Experience within Customer Success, Software Implementation or Software Onboarding.

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 environment;
- 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 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
- LinkedIn Learning license
- Volunteer day
- Secure, full-time carpark
- Dog-friendly environment
- Free fresh fruits, snacks and drinks (and cake for your birthday)
- Awesome new office space in Auckland

**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.
- 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.