Customer Adoption Manager

Lightspeed Commerce Inc.London, England, United Kingdom

On-site Full-time

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Experience Level

Manager

Qualifications

Key Responsibilities: Build and Architect the Function (The "0-to-1" Mandate) Design the Digital Infrastructure: Lead the development of an "always-on" digital adoption layer for all customer segments. Collaborate closely with Product and Marketing teams to create and implement in-app guides, automated email journeys, and self-serve solutions that foster adoption while avoiding linear headcount increases. Operationalize the "Digital Maturity" Model: Create and execute a segmentation strategy that categorizes customers based on their "Digital Maturity" rather than solely Recurring Revenue. Set up systems that automatically direct "Low Maturity" customers towards high-touch interventions while guiding "High Maturity" customers through automated innovation paths. Establish Data Governance: Define a comprehensive analysis framework to identify under-utilized features and monitor the "Adoption Saturation Rate" across our offerings. Drive Performance & Strategic Execution Manage the Hybrid Engagement Model: Lead a team of Adoption Specialists in delivering a mix of digital campaigns and human-led initiatives. Balance resources effectively between ongoing retention activities and new feature rollouts. Execute the "Hunter" Motion: Foster a proactive mindset within the team, ensuring a shift from reactive to proactive engagement with customers.

About the job

Hello! Thank you for your interest in joining our team at Lightspeed!

Are you on the lookout for a fresh opportunity or merely exploring the job market? If so, you've come to the right place!

We are actively seeking a Customer Adoption Manager to become a key member of our Launch team in London. As the Adoption Manager, you will spearhead the creation and execution of a high-impact Adoption strategy that connects our innovative product development with delivering exceptional value to our customers. You will be tasked with establishing a robust engagement model that embodies our principle of being "Digital by Default, Human by Design," ensuring that customers from all segments fully leverage the Lightspeed platform.

Your role will be pivotal in converting "Feature Usage" into a strategic advantage for improving Net Revenue Retention (NRR) and Customer Lifetime Value (LTV). You will orchestrate a team that effectively combines scalable tech-driven automation with personalized, impactful human support to accelerate user adoption and build strong defenses against customer churn.

About Lightspeed Commerce Inc.

Lightspeed Commerce Inc. is a leading provider of cloud-based commerce solutions that empower businesses of all sizes to optimize their operations and enhance customer experiences. Our innovative platform enables merchants to manage their sales, inventory, and customer relationships seamlessly across multiple channels.

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