Customer Success Manager

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

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. 

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

Legion is on a mission to turn hourly jobs into good jobs, and we’re looking for best-in-class talent to drive this mission.Legion is a fully remote, mission-driven company focused on turning hourly jobs into good jobs. It’s a collaborative, entrepreneurial, and fast-paced culture. You’ll have the opportunity to learn, interact directly with seasoned product executives, grow your skills, and enhance your career while helping solve important problems and achieve Legion’s mission. Our industry-leading, intelligent automation is powered by Legion’s Workforce Management (WFM) platform, which maximizes labor efficiency and employee engagement simultaneously . In a recent Forrester Total Economic Impact study, Legion WFM was proven to deliver 13x ROI through schedule optimization, reduced attrition, increased productivity, and increased operational efficiency.

Legion has been recognized for its innovative, modern approach to transforming workforce management – Inc. 5000 fastest-growing private companies in America, Forbes’ Next Billion Dollar Startups, JMP Securities’ Hot 100 List of the Best Privately Held Software Companies, recognized for its industry leading AI technology by with back to back AI Breakthrough and Artificial Intellegence awards, and named a Gartner Cool Vendor. Legion is backed by Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures.

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, 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 

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.

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]