Manager, Customer Adoption & Success (EMEA)

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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!

We’re looking for a Customer Adoption and Success Manager to join our Launch team in London. As an Customer Adoption and Success Manager, you will be responsible for architecting and leading a high-performing Adoption function that bridges the critical gap between Product Innovation and Customer Value. You will also be responsible for building a "Digital by Default, Human by Design" engagement model from the ground up, ensuring that customers across all segments maximize their utilization of the Lightspeed platform.

You will transform "Feature Usage" into a strategic lever for Net Revenue Retention (NRR) and Customer Lifetime Value (LTV), orchestrating a team that blends scalable tech-touch automation with targeted, high-impact human intervention to accelerate adoption velocity and create defensive barriers against churn.

What you’ll be doing:

Build and Architect the Function (The "0-to-1" Mandate)

• Design the Digital Infrastructure: Lead the construction of the "always-on" digital adoption layer (Tech-Touch) for all customer segments. Collaborate with Product and Marketing to design and implement in-app guides, automated email journeys, and self-serve logic that drive adoption without linear headcount growth.

• Operationalize the "Digital Maturity" Model: Develop and implement the segmentation logic that categorizes customers based on "Digital Maturity" rather than just Recurring Revenue. Configure systems to automatically route "Low Maturity" customers to high-touch interventions and "High Maturity" customers to automated innovation paths.

• Establish Data Governance: Define the "White Space" analysis framework. Build the reports and dashboards required to identify under-utilized features and measure the "Adoption Saturation Rate" across the portfolio.

Drive Performance & Strategic Execution

• Manage the Hybrid Engagement Model: Lead a team of Adoption Specialists to execute a dynamic mix of digital campaigns and human-led interventions. Balance resources between "Steady State" retention activities and "Surge State" new feature launches.

• Execute the "Hunter" Motion: Instill a proactive mindset within the team. Shift the focus from reactive support to proactive "Feature Expansion," training the team to pitch sticky features that deepen product entrenchment and generate "Adoption Qualified Leads" for the Account Management team.

• Monitor & Optimize Metrics: Own the accountability for key adoption metrics including Daily Active Users (DAU), Time-to-Adoption, and Digital Deflection Rate. Relentlessly analyze data to identify friction points and optimize the customer journey.

Cross-Functional Leadership & Alignment

• Define Operational Boundaries: Rigorously enforce the scope of the Adoption Team, ensuring clear handoffs with Launch (Technical Setup), Support (Break/Fix), and Account Management (Commercial). Act as the strategic diplomat to prevent scope creep.

• Be the "Voice of Adoption" to Product: Synthesize qualitative and quantitative feedback to influence the Product Roadmap. Partner with Product leadership to ensure future features are built with "adoptability" as a core requirement.

and a Little Bit Of...

Adoption Data Stewardship & System Integrity: Beyond leading the team, act as the Guardian of Adoption Data. In a "Digital by Default" model, data accuracy is existential. Personally audit the quality of usage signals flowing between Product, CRM, and Digital Adoption Platforms. Ensure that a "Daily Active User" is defined consistently across the organization and that automated triggers fire based on accurate, real-time reality. Occasionally dive into the raw data to spot anomalies that automated dashboards miss, ensuring the entire organization makes decisions based on truth, not just