Senior Customer Success Manager - NuOrder

Hi there! Thanks for stopping by 👋

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

NuORDER by Lightspeed is seeking a full-time Senior Client Success Manager (CSM) to join its B2B Client Success team. This role is pivotal in driving customer retention, expanding revenue through upsells and cross-sells, and ensuring strong product adoption and engagement across the customer lifecycle.

Client Success at NuORDER by Lightspeed is about strategic partnership—engaging with customers from pre-close through renewal to maximize their investment and long-term success. CSMs take a proactive approach by building strong relationships, deeply understanding customers’ business objectives, and guiding them toward measurable outcomes.

The CSM is responsible for ensuring seamless onboarding, increasing product adoption, identifying expansion opportunities, mitigating churn risks, and fostering customer advocacy. By leveraging data-driven insights and regular touchpoints, they help customers realize the full value of Lightspeed’s solutions, ensuring both customer satisfaction and revenue growth.

What you’ll be doing:

• Serve as a strategic partner to customers, ensuring a seamless transition, adoption, and long-term success with Lightspeed’s solutions
• Manage a multimillion-dollar book of business, guiding customers through the full lifecycle—from onboarding and adoption to expansion and renewal
• Develop and execute proactive engagement strategies, including health checks, advocacy opportunities, and value-driven touchpoints aligned with key customer milestones
• Leverage customer usage data, health indicators, and lifecycle insights to drive retention, maximize product adoption, and identify expansion opportunities
• Collaborate cross-functionally with Sales, Product, and Support teams to mitigate risk, address product gaps, and enhance the overall customer experience
• Act as the voice of the customer, funneling feedback to internal teams to improve platform functionality, optimize workflows, and drive customer success at scale

What you need to bring:

• Bachelor’s degree (any field)
• 5 to 7 years of experience in Customer Success, Client Success, or Account Management within both SaaS and wholesale/retail industries
• Strong strategic and problem-solving skills, with the ability to anticipate change and adjust priorities proactively
• Excellent communication skills in English and Spanish, both written and verbal
• Proven ability to drive retention, product adoption, and customer engagement through data-driven insights and proactive strategies

Even better if you have, but not necessary

• Portuguese fluency (written and verbal)
• Experience with CRM and customer engagement tools (e.g., Salesforce, ChurnZero, Zendesk) 

How you will be measured on success:

• Maximize customer value through adoption, engagement, and alignment
• Exceed GRR & NRR targets with strong retention strategies
• Support upsell/cross-sell efforts by partnering with Account Management and SALes
• Drive product adoption and engagement
• Reduce churn risk, turning challenges into retention
• Improve processes and support strategic initiatives
• 10% of role involves travel (onsite meetings/tradeshow events)

What will help you be successful in this role:

• Results-driven, self-motivated, and autonomous
• Strong leadership mindset with a drive for continuous learning
• Exceptional people skills to influence all levels, from users to executives
• Analytical and data-driven, turning insights into strategy
• Efficiency-focused, always optimizing workflows
• Clear, concise, and persuasive communicator with strong presentation skills

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 hybrid environment (3 days/week in office);
• 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 RSU program (we are all owners)
• Unlimited paid time off policy