Product Marketing Manager, Payments Experience

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!

We are seeking a Product Marketing Manager, Payments Experience to champion the merchant experience within Lightspeed Payments. In this role, you will lead go-to-market strategy, positioning, and adoption efforts for features that reduce friction—such as chargeback resolution, payment failure management, and reconciliation tools. You will work closely with Product, Strategy, Support, and Sales to ensure that enhancements to the payments experience translate into measurable improvements in customer satisfaction (CSAT) and feature adoption.

This role is ideal for a strategic and curious thinker who thrives on solving customer pain points through clear messaging, seamless enablement, and process automation. Success in this role requires building strong relationships across Product, Marketing, Support, Sales, and Partnerships, and helping shape the launch and lifecycle strategy for experience-focused capabilities. You will also help identify and scale new ways of working across teams to improve how we serve our merchants every day.

What You’ll be responsible for:

• Own positioning and messaging for Lightspeed Payments features that directly impact the merchant experience, such as chargeback resolution, reconciliation tools, and payment failure handling.
• Define and evolve how Lightspeed Payments is integrated and communicated within the broader Lightspeed platform, with a focus on clarity, ease of use, and merchant value.
• Collaborate with Product and Product Operations teams to identify friction points in the merchant journey and shape GTM strategies that improve satisfaction and adoption.
• Develop and maintain persona insights and merchant segmentation related to operational and support-heavy use cases to better inform experience improvements.
• Lead go-to-market planning for feature enhancements focused on automation, support reduction, and post-transaction clarity (e.g., reporting, settlements).
• Conduct ongoing competitive research to identify experience-related differentiators and translate them into positioning frameworks.
• Partner with Support, Enablement, and Sales to ensure teams are equipped with accurate messaging, collateral, and training to drive adoption and reduce merchant confusion.
• Measure and analyze the impact of product launches and GTM campaigns on CSAT, feature usage, and support volumes.
• Create feedback loops with Sales, Support, and Merchant Success to refine messaging and influence the product roadmap based on real-world pain points.
• Use qualitative and quantitative research (e.g., merchant interviews, support data, surveys) to validate positioning and inform prioritization.
• Collaborate with Integrated Marketing and Campaigns to develop content and campaigns that improve awareness and education of Payments features.

What You Bring:

• 2–4 years of experience in product marketing, ideally within payments, fintech, or B2B SaaS.
• Solid understanding of payment processing workflows, including settlement, reconciliation, chargebacks, and merchant-facing tooling.
• Strategic thinker with hands-on experience developing positioning, messaging frameworks, and go-to-market strategies.
• Demonstrated ability to synthesize customer insights and support data into actionable marketing and product recommendations.
• Strong collaboration skills and proven success working with cross-functional teams including Product, Sales, Support, and Enablement.
• Comfort navigating ambiguity, with a proactive mindset and a focus on continuous improvement.
• Excellent written and verbal communication skills; able to translate technical features into clear merchant benefits.
• Experience conducting and leveraging qualitative and quantitative research (e.g., surveys, interviews, support feedback) to inform strategy.
• A growth mindset and curiosity about the merchant journey—always asking how we can make the experience better.

Even better if you have, but not necessary:

• MBA or Product Marketing Alliance certification 
• Experience in the Financial Services industry in any capacity is a strong asset 

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs every day;
• 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
• Flexible working policy
• Immediate access to health insurance
• Health and wellness benefits
• Paid leave assistance for new parents
• Linkedin learning license
• 1 paid volunteer day annually

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