Customer Success Manager 

Remote, United States

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 owning the full renewal lifecycle. You will also inform Legion's product roadmap by conveying key customer insights to our product and engineering organization. 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 from the ability to operate as a strategic second set of
• eyes; obsesses about your customers
• 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 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
• You enjoy gaining a deep understanding of customers' business needs and strategically
• guiding them to solutions leveraging Anthropic's products

Your Qualifications

• 5 years experience in customer-facing support or success roles.
• Should be based on of East Coast. 
• 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; experimental design experience is a plus
• Understand the workforce management (WFM) ecosystem in retail (2+ years exposure); 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
• 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 Quarterly 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
• Anthropic's product organization
• 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 a