Manager, Customer Adoption & Success (SaaS)

TL;DR

Manager, Customer Adoption & Success (SaaS): Architecting and leading a high-performing adoption function to bridge the gap between product innovation and customer value with an accent on digital-first engagement models and NRR growth. Focus on designing scalable tech-touch automation, implementing digital maturity models, and optimizing feature usage to reduce churn.

Location: London, UK (Flexible working policy)

Company

Lightspeed is a cloud commerce platform that helps retail, hospitality, and golf businesses innovate, simplify, and scale their physical and online operations.

What you will do

• Design and lead the "Digital by Default" adoption infrastructure using tech-touch automation and in-app guides.
• Develop and implement segmentation logic based on "Digital Maturity" to optimize customer routing and interventions.
• Establish data governance and "White Space" analysis frameworks to measure Adoption Saturation Rates.
• Lead a team of Adoption Specialists to execute digital campaigns and proactive feature expansion to generate Adoption Qualified Leads.
• Collaborate with Product leadership to ensure future features are built with "adoptability" as a core requirement.
• Audit usage signals and ensure data integrity across Product, CRM, and Digital Adoption Platforms.

Requirements

• 5+ years in SaaS Post-Sales Leadership (Customer Success, Product Adoption, or Digital Account Management).
• Proven track record of building a function from scratch (0-to-1), including playbook definition and tech stack selection.
• Expertise in Hybrid Engagement Models and Digital Adoption Platforms (e.g., Pendo, Gainsight, Totango).
• Strong fluency in SaaS unit economics, specifically NRR, GRR, and CAC.
• Ability to navigate complex organizational structures and align priorities across Product, Sales, and Support.

Culture & Benefits

• Lightspeed RSU program for employee ownership.
• Flexible paid time off and flexible working policy.
• Health and wellness benefit of £400 per year.
• Professional development via LinkedIn Learning licenses.
• Paid volunteer days and paid leave assistance for new parents.