Teamlead, Customer Implementation (m/f/d)

We’re looking for a Team Lead to join our German Customer Implementation team in Berlin. As the Team Lead, you will play a crucial role in overseeing and managing a team of Implementation Consultants, Implementation Coordinators, and Customer Configuration Specialists responsible for the remote deployment of our products and services.

Please note this role is based in Berlin, Germany.

What you’ll be doing:

• Lead and mentor a team of 13 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 to improve their confidence, product knowledge, and communication skills
• Be a customer advocate within Lightspeed and act as a liaison to other teams: identify common customer challenges, partner with other departments to develop solutions, making sure to keep the team 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:

• Experience in a leadership role (3 years+)
• First‑hand experience in a Customer Success/Onboarding/Customer Support role in B2B environments
• Understanding of the customer journey, including the importance of the customer experience throughout their lifecycle, specifically within onboarding
• Demonstrated ability to work towards common goals and enable team members to deliver results
• Experience in a SaaS and/or technology‑related field
• Knowledge of Mac OS X, iOS, G Suite, Salesforce, Zendesk, and ChurnZero
• 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 make your mark within the 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 towards your gym membership, yoga classes, a new bike or whatever else you do for your health
• Mental Health Support through the Modern Health App – whether it is meditation, coaching or counseling you need – each employee gets access to this platform
• People Experience – Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year
• LinkedIn Learning – At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow
• Time off to volunteer and give back to your community
• Transit benefit if you travel by public transport to the office
• Healthy snacks and after‑work 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.