Customer Success Manager (CSM)

Customer Success Manager

Remote - US

We are looking to fill this role in the Eastern Time Zone 

Job Overview

The Customer Success Management (CSM) team partners with our customers to drive value creation and satisfaction with Legion's pioneering SaaS WFM solution. As a CSM, you’ll help our customers maximize value from their investment in Legion. As their trusted advisor and advocate, you’ll gain a deep understanding of their operations and strategic initiatives to drive bottom-line results for their business. This is a highly analytical role that requires executive-level relationship management, data analysis, Legion WFM product expertise, and polished communication.

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 capable of ingesting a lot of data and simplifying it down to the key story elements that encapsulate the executive synthesis for a given audience
• 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

Your Qualifications

• 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; experimental design experience is a plus
• Project/engagement management experience; successfully delivering complex projects on time
• Understand the workforce management (WFM) ecosystem (2+ years exposure); ideally direct exposure to WFM SaaS software
• Retail experience is preferred

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 customer 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 on 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

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 provides 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: $110,000 - $130,000 + 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.