Director, Customer Success

Remote, USA

 

JOB OVERVIEW

Reporting to the Chief Customer Officer and serving as a key member of Legion’s Customer Success Leadership Team, as the leader of the Customer Success Management function you will have responsibility for managing all aspects of the Customer Success Management function (customer sentiment, account management, customer expansion, and renewal). This is a management role that is focused on rapidly driving time to value, helping our customers solve their labor problems using Legion solutions, maximizing the value they get through partnering with Legion,  and ensuring customers are delighted in adopting the software. 

This role requires a consultative and holistic approach to the customer lifecycle. This includes providing guidance and leadership through the onboarding process, consistently communicating our value and early identification and resolution of at-risk customers. You will also be leading strategic initiatives to maximize adoption and identify expansion opportunities,  retention, and overall customer lifetime value for our customers.

The ideal candidate is an inspiring leader who works with the team to lead from the front and partners closely with cross-functional groups and leadership at Legion to collaborate on innovative solutions for our customers and deliver results that drive down costs and increase value for the business. Additionally, this individual has had experience scaling a CS function in high-growth companies, specifically targeting the mid-market and Enterprise segments.

Who You Are

• You develop deep relationships from the ability to operate as a strategic second set of eyes, obsesses about your customers and their success.
• You are an analytical framework thinker with a talent for decomposing problems and generating generalizable solutions.
• You are an outcome-driven engagement leader who anticipates bottlenecks and gets things done.
• You can ingest a lot of data and simplify it down to the key story elements that encapsulate the executive synthesis for a given audience.
• You want to join a dynamic, entrepreneurial environment that requires adaptability and rapid reprioritization.
• You have a personal passion and fervor for industry-leading next-generation technology.
• You take pride in your ability to operate in an environment with limited resources.
• You hold a strong personal work ethic focused on high-priority issues, action and results-oriented.
• You possess unquestionable integrity, credibility, and character; demonstrated high moral and ethical behavior.

Your Qualifications

• 10+ years total experience, with 5+ years leading a Customer Success Management function in an enterprise B2B SaaS environment.
• Experience scaling Customer Success engagement activities while increasing the impact & efficiency.
• Demonstrated success in building a Customer Success, Renewals, and/or Customer Engagement function focused on creating efficiencies and automating processes for scalability
• Prior revenue and/or P&L responsibility for a large book of software maintenance or renewal business
• History of managing complex accounts with multiple stakeholder points of contact, with high customer satisfaction
• Experience creating 1:1 and 1:many programs that create customer delight throughout the customer journey.
• Experience motivating customers through a process or organizational change to achieve desired outcomes.
• Knowledge and experience with Customer Success Management tools (Gainsight, Churnzero, Tatango, etc.) and processes.
• Experience analyzing and synthesizing data into data-driven stories and presentations; experimental design experience is a plus.
• Project/engagement management experience; successfully delivering complex projects on time
• Consistent record of achievement of quota and KPIs and strong organizational, operational and analytical skills
• Preferred but not Required: Understand the workforce management (WFM) ecosystem in (2+ years exposure); ideally, direct exposure to retail WFM SaaS software

 

What You’ll Do

Leadership and People Management

• Lead and scale the Customer Success Management function
• By a player-coach initially with one or two accounts to learn the business and our customers. 
• Drive operational improvements in collaboration with the Customer Success Operations & Enablement team, which streamline processes, leverages automation, and enables scale
• Mentor and coach team members, hire and develop key talent, manage high performance, and create an inclusive team culture.
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