Customer Success Manager

Summary

Join Legion's mission to transform hourly jobs into high-quality positions. As a Customer Success Manager, you will cultivate strong relationships with clients, leveraging your expertise in Intelligent Automation to enhance their workforce management strategies. You will be responsible for driving growth by identifying expansion opportunities and ensuring contract renewals. A key aspect of this role involves gathering customer insights to shape Legion's product roadmap. Success in this position requires a customer-centric approach, combining empathy, analytical skills, and strategic thinking. The role is remote and offers a dynamic, collaborative environment.

Requirements

• A minimum of 5 years experience in customer-facing support or success roles
• 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

Responsibilities

• 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
• 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 - conducting Executive Business Reviews, identifying expansion opportunities, managing contract negotiations, and coordinating with product teams
• Serve as the voice of the customer by identifying patterns and feeding these insights into product management roadmaps, working closely with internal teams
• Forecast, report on, and proactively mitigate retention and renewal risks
• Effectively delegate tasks while managing requests among multiple customer teams
• Mentor to others on account management and educate on specific customer needs
• Motivate others and provide continuous feedback
• Become a product expert in core Legion WFM modules
• Maintain core product expertise for end users and configuration
• Grow product knowledge through regular release training
• Communicate upcoming release themes and dates to the customer

Preferred Qualifications

Ideally be based on the West Coast (mountain or pacific time zones)

Benefits

• $0 monthly premium and other flexible medical, dental, and vision plans effective on the first day of employment
• 401k plan
• Unlimited Paid Time Off and Paid Holidays
• Parental Leave
• Equity
• Monthly Wellness Reimbursement
• Monthly Lunch on Legion