Teamlead, Customer Onboarding (m/f/d)

• What you’ll be doing
• Lead and mentor a team of Implementation Consultants, providing guidance, support, and training as needed
• Collaborate with cross‑functional teams to streamline processes and optimise project efficiency
• Act as an escalation point for client issues, providing timely resolution and maintaining a high level of client satisfaction
• Accountable for the performance of the DACH team; ensure that team KPIs and performance metrics are achieved on a monthly and quarterly basis
• Monitor and assess the performance of the team against key performance indicators
• Provide regular coaching and feedback sessions and conduct performance reviews to ensure continuous improvement, empowering team members with skills to improve their confidence, product knowledge, and communication skills
• Act as a customer advocate within Lightspeed and liaison to other teams: identify common customer challenges, partner with other departments to develop solutions, ensuring the team remains aligned with future projects and relevant initiatives
• Work closely with department leadership on delivering the long‑term vision of the team
• What you need to bring

Our team is responsible for ensuring that all customers are successfully onboarded on our platform, establishing early‑stage customer satisfaction, trust, and product adoption.

• We’re looking for a Senior candidate who has experience with the following:
• Experience in a leadership role (3 years+)
• First‑hand experience in a Customer Success, Onboarding or Customer Support role in B2B environments
• An understanding of the customer journey, including the importance of the customer experience throughout their lifecycle, specifically within onboarding
• Demonstrated ability to work toward common goals and enable team members to deliver results
• Experience in a Saa S and/or technology‑related field
• Knowledge of Mac OS X, i OS, G Suite, Salesforce, Zendesk, and Churn Zero
• Industry expertise in hospitality
• Language skills: fluency in German and professional English

What’s in it for you?

• Genuine career opportunities in a company that’s creating new jobs every day
• Work in a team large enough for growth but lean enough to make a real impact
• Exposure to modern and proven technology
• Ability to work and grow in a truly flexible environment
• Opportunity to learn, expand your skill set, forge wonderful relationships and leave your mark within a diverse and inclusive Lightspeed culture, a true Canadian tech success story

Benefits

• Lightspeed equity scheme (we are all owners)
• Health & Wellness Credit – expense up to 400 EUR per year toward gym membership, yoga classes, a new bike or other health activities
• Mental Health Support through the Modern Health App – each employee gains access to meditation, coaching or counseling
• People Experience – work from anywhere in the world for up to 60 days a year
• Linked In Learning – free access to online courses to grow professionally
• Time off to volunteer and give back to your community
• Transit benefit for public transport to the office
• Healthy snacks and after‑work events organized by the company
• Health insurance with attractive guarantee plans

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier‑free workplace.

Lightspeed welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

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