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 - 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.

Commitment to One Another

• 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

Product Expertise

• 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

What’s in it for You

• Experience the excitement of working at and growing with an expanding venture-backed SaaS startup where you can make a huge difference
• Be part of an exceptionally talented team that retains a significant focus on personal and professional development
• Contribute to and get recognized for a significant period of growth for the business

COMPENSATION & BENEFITS

Salary Range: Base Salary Range : $120,000 - $140,000 + Bonus + Stock Equity

At Legion, we offer competitive compensation and benefits packages to all employees. As a fully remote employer, pay for positions is determined using local, national, and industry-specific survey data.

Our posted salary range is done so in good faith based on national data and may be refined for a candidate's region/town/cost of living. We strive to make competitive offers allowing employees room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position.

Benefits include, but are not limited to:

• $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

ABOUT LEGION

Join Legion's mission to turn hourly jobs into good jobs. We're a remote, mission-driven team seeking exceptional talent to propel this vision. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric and has proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation, including spots on the Inc. 5000 list, Forbes’ Next Billion Dollar Startups, and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures, we're making real change. If you're ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.

BACKGROUND AND OPPORTUNITY

There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously. Legion WFM was built for the cloud with AI at the core and designed to handle the complexity of modern businesses and meet the needs of today’s hourly employees. Our team is comprised of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones.

For more information, visit https://legion.co

EQUAL EMPLOYMENT OPPORTUNITY

Legion Technologies is proud to be an equal-opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

DISABILITY ACCOMMODATION

For individuals with disabilities who need additional assistance at any point in the application and interview process, please email recruiting@legion.co

_Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by appropriate law.

How We Determine What We Pay

As a fully remote employer, Legion determines pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living. For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay.