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Customer Success Manager

Posted 24 Mar 2024
Work experience
0 to 2 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
Dutch (Fluent)

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

Our Customer Success department is at the heart of the company and therefore closely involved with our Product and Development teams, support, operations, marketing and customer management. We are therefore looking for someone who enjoys multitasking in a culturally diverse and exciting environment of different countries, customers and products. You definitely want to be part of the Lightspeed family!

As a Customer Success Manager, you will be responsible for

  • The retention of our customers on the C-Series product (eCommerce focus) for the region of DACH by proactively reaching out.
  • Taking responsibility of our clients case management
  • Recognizing customers in need of further assistance through proactive health checks, guided by health indicators such as NPS.
  • Nurturing unhappy customers back to good health through trajectories of training, consulting and regular check-ins.
  • Collecting feedback and sharing it with our support and product & development teams to help optimize our products and services.
  • Collaborating interdepartmentally to add value to each step of the customer journey and contribute to each department’s potential for success.
  • Managing customer happiness and creating brand ambassadors for our Marketing and Sales teams, helping us collaborate with the customer and maximize their potential.
  • Recognizing growth opportunities and acting as a consultant to our customer management teams.
  • Voicing customer concerns towards each responsible team within the entire organization and creating strategies to follow up on these consistently.

What you’ll be bringing to the team:

  • Your ability to thrive in a competitive, extremely fast-paced environment. You are results-driven and autonomous, and know your way with data
  • You are resourceful, proactive and customer focused, and not afraid of multitasking!
  • You are known as a good listener, someone with a problem-solving mindset and you have the natural ability to resolve conflict quickly and efficiently whilst managing both customer and company interest
  • Your phone skills are off the hook and your ability to build rapport, convince and engage with our customers through the phone are of vital importance
  • 1+ year sales or customer-facing experience in B2B or B2C environments, preferably in a technology-related field
  • You have experience in the eCommerce industry
  • Excellent communication skills in German and Dutch
  • Nice to have, but not necessary
  • Experience with Salesforce and other CRM and ticketing systems;
  • Any additional language is a plus

What’s in it for you?

  • Opportunity to join a growing team, in a fast-paced, high-growth company
  • Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story.
  • Work in an environment where you can play with our software and are free to come up with your own creative way to adapt, create, own and expand on our products to make sure our customers get the most out of them.
  • Work with a team of incredibly talented and forward-thinking people!
  • Work for a team that values hard work, and knows how to celebrate the wins.
  • Work for a company and team that encourages and nurtures personal and professional development.
  • Amazing benefits & perks, including equity for all Lightspeeders

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 POS software system helps restaurants and retailers sell across channels, manage operations, engage with consumers, accept payments, and grow their business. 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!

IT
Amsterdam
Active in 10 countries
160 employees
50% men - 50% women
Average age is 27 years

What employees are saying

Charlie

Recruitment Coordinator

Charlie

From the moment I first walked into until now, I have not regretted my decision to join Lightspeed. I did not just join an organisation, but a family that supports and motivates one another. Each day feels like a new adventure. Each year trumps the one before, with no intention to slow down!