Christina Spadavecchia
Go To Market Operations And Customer Success Leader
Montreal
Summary
Senior management professional with over 10 years of experience in Tech; Hardware, SaaS and FinTech, specializing in Operations and Customer Success. Proven track record of driving strategic leadership, operational excellence, and organizational success. Expertise in project management, process optimization, and cross-functional collaboration with a results-driven approach. Skilled at navigating complex challenges, fostering a culture of accountability, and adapting to dynamic business environments. Recognized for strong decision-making, effective communication, and building high-performing global teams.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Senior Manager, GTM Operations, NoAm
Lightspeed Commerce
Montreal, Quebec
10.2022 - 09.2024
- Leadership & Operations Management: Directed Sales Operations, Compliance, Fulfillment, Capital Operations, and Payment Operations teams for North America, managing over 25 team members and 3 Team Leads to ensure alignment with organizational goals.
- Strategic Execution & Operational Excellence: Optimized go-to-market strategies and developed operational standards, policies, and procedures, resulting in improved SLA performance across ticket resolution, opportunity approvals, application completion, and hardware fulfillment.
- Compliance & Payment Operations Leadership: Implemented compliance frameworks for sales and payment operations, scaling Fintech initiatives like Capital Ops in adherence to underwriting standards and regulatory requirements.
- Cross-Functional Collaboration: Built strong partnerships with internal leadership and stakeholders, including IS Analysts, RevOps, Product, Sales, and Customer Success teams, to deliver integrated solutions that supported rapid market growth.
- Performance Optimization: Designed and deployed key performance metrics and reporting tools to monitor success, driving data-driven decision-making and continuous improvement
Manager, Implementation - Customer Success NoAm
Lightspeed Commerce
Montreal, Quebec
02.2021 - 10.2022
- Vision & Strategy: Managed the global strategy for Payments Implementation, Adoption, and Retention, driving product adoption and retention across Customer Success teams.
- Process Optimization: Streamlined onboarding processes, policies, and documentation to enhance efficiency and improve customer experience.
- Cross-Functional Collaboration: Partnered with Product and Sales teams to align payment solutions and onboarding strategies with customer needs, ensuring seamless implementation and customer satisfaction.
Team Lead, Customer Success
Lightspeed Commerce
Montreal, Quebec
02.2020 - 02.2021
- Team Leadership: Led the North America Customer Success team, managing 10 CS agents and driving team performance to consistently achieve monthly and quarterly targets.
- Onboarding & Adoption Strategies: Oversaw strategies to ensure seamless customer transitions, successful migrations, and maximized product utilization.
- Process Optimization: Streamlined onboarding workflows, reducing time-to-adoption and enhancing overall operational efficiency.
- Customer Satisfaction: Improved customer satisfaction scores through proactive engagement and optimized onboarding experiences.
Senior Customer Success Manager
Lightspeed Commerce
Montreal
09.2017 - 02.2020
- Account Management: Oversaw retention, renewals, upsells, and escalations, collaborating with Sales to negotiate contracts and resolve client issues.
- Retention Strategies: Reduced churn and improved retention rates through proactive engagement and addressing at-risk customers.
- Customer Advocacy: Managed online reputation and referral programs to enhance loyalty and retention.
- Customer Success Optimization: Analyzed usage patterns and implemented tailored recommendations using tools like Qualtrics, Intercom, and Churn Zero.
- Training & Mentorship: Onboarded and coached Customer Success Managers to ensure team success.
- Feedback Integration: Leveraged NPS data and Zendesk insights to drive product improvements and boost customer satisfaction.
Expert - Team Lead Sales
Apple
Montreal, Quebec
01.2015 - 09.2017
- Customer Experience: Delivered personalized solutions by understanding and addressing individual customer needs, enhancing satisfaction and loyalty.
- Sales Leadership: Led sales floor teams to consistently achieve group targets while exceeding individual sales goals.
- Training & Enablement: Trained team members on evolving product features and sales techniques, while conducting workshops to improve customer product usage and adoption.
Technical Support Specialist
Apple
Montreal, Quebec
02.2014 - 01.2015
- Technical Support: Provided expert troubleshooting for Apple hardware, software, and connectivity issues, ensuring timely and effective resolutions.
- Customer Satisfaction: Consistently delivered exceptional service, achieving and maintaining high customer satisfaction ratings.
- Product Expertise: Maintained in-depth knowledge of Apple products, software, and systems to offer accurate guidance and tailored solutions.
Education
Bachelor's of Arts Degree -
Concordia University
Montreal, QC 01.2011 - 01.2014
Skills
Management
Decision-making
Project planning
Process improvement
Strategic Mindset
Operations
Talent development
Analytical thinking
Interpersonal communication
Customer experience
Cross-functional collaboration
Reporting and data
Timeline
Senior Manager, GTM Operations, NoAm
Lightspeed Commerce
10.2022 - 09.2024
Manager, Implementation - Customer Success NoAm
Lightspeed Commerce
02.2021 - 10.2022
Team Lead, Customer Success
Lightspeed Commerce
02.2020 - 02.2021
Senior Customer Success Manager
Lightspeed Commerce
09.2017 - 02.2020
Expert - Team Lead Sales
Apple
01.2015 - 09.2017
Technical Support Specialist
Apple
02.2014 - 01.2015
Bachelor's of Arts Degree -
Concordia University
01.2011 - 01.2014
Similar Profiles
Corey ZuckermanCorey Zuckerman
Manager, Account Management at Lightspeed CommerceManager, Account Management at Lightspeed Commerce
Andrew GossAndrew Goss
Outbound Sales Representative at Lightspeed CommerceOutbound Sales Representative at Lightspeed Commerce
Juan PiñaJuan Piña
Fulfillment Specialist at Lightspeed CommerceFulfillment Specialist at Lightspeed Commerce