Customer Success Manager

JOB OVERVIEW

As a Customer Success Manager, you will help Legion’s customers harness the potential of Intelligent Automation to improve their workforce management strategy under the mission of turning hourly jobs into good jobs. Leveraging your passion for our technology, you will build trusted relationships with key customer contacts to ensure Legion’s solutions continue delivering value. You’ll be responsible for driving growth by identifying expansion opportunities within accounts as well as driving renewal opportunities. You’ll also play a key role in shaping Legion’s product roadmap by sharing valuable customer insights with our product and engineering teams. To excel in this role, you need a customer-centric mindset that balances empathy, rigor, creativity, and strategic thinking.

Who You Are

• You develop deep relationships and obsess about your customers.
• You are an analytical, framework thinker with a talent for decomposing problems, generating possibilities, and driving solutions.
• You are an outcome-driven engagement leader who anticipates bottlenecks and gets things done.
• You are interested in joining a dynamic, entrepreneurial environment that requires adaptability and rapid reprioritization.
• You are collaborative and looking for a strong team-oriented environment.
• Enjoy gaining a deep understanding of customers' business needs and strategically guiding them to solutions leveraging Legion products.
• Think strategically and execute with detail.
• Have a growth mindset, strong technical acumen, and a natural ability to solve problems with a thoughtful, solutions-oriented approach.

Your Qualifications

• A minimum of 5 years experience in customer-facing support or success roles.
• Ideally be based on the West Coast (mountain or pacific time zones).
• History of managing complex accounts with multiple stakeholder points of contact, with high customer satisfaction.
• Experience motivating customers through a process or organizational change to desired outcomes.
• Experience analyzing data and synthesizing it into data-driven stories and presentations.
• Understand and have experience with the workforce management (WFM) ecosystem; ideally direct exposure to WFM SaaS software.
• Ability to present and position complex products persuasively, especially when engaging with executives.
• A knack for bringing order to chaos and an enthusiastic “roll up your sleeves” mentality.
• You are a true team player.
• Natural relationship-builder who brings structure and best practices to complex customer environments.
• Strategic mindset with the ability to analyze customer needs and the market to capitalize on growth opportunities.
• Passion for AI and interest in responsible development of advanced systems.

What You’ll Do

Relationship Management

• Serve as point person for a portfolio of multi-stakeholder, mixed industry customers, sometimes owning entire customer relationships.
• Establish high levels of customer partnership and trust, demonstrating a deep understanding of their labor and workforce management strategies and desired business outcomes.
• Leverage insight into customers to manage expectations and motivate them through unlocking the full potential of Legion's product.
• Support customers through requests, issues, escalations, and feedback.
• Advocate for your customers across Legion, representing them to all internal departments.

Engagement Management

• Lead customers from implementation and training through to active, productive engagement with the product.
• Collaborate with customers to advise on organizational/process changes required to integrate micro-testing into their overall promotional and price planning process.
• Deliver the above on schedule by maintaining momentum on many workstreams with multiple stakeholders and deliverables.
• Contribute to the development of best practices and internal tools/automation opportunities across the customer success lifecycle.
• Own the end-to-end renewal process.