Customer Success Manager
Remote, United States
JOB OVERVIEWAs 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 DoRelationship 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 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 - $155,000 + Bonus + Stock EquityAt 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.
Job Applicant Privacy Policy
This Job Applicant Privacy Policy (“Policy”) describes how Legion Technologies, Inc. (“Legion”, “we”, “us” and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California.This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the Legion Privacy Policy applies.
Types of Personal Information We Handle
We collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes:Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and such information about your beneficiaries or emergency contacts.Professional or employment-related information, including:
Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; and copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references.Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional membershipsEducation Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.Legally protected classification information such as race, sex/gender, religious/ philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history.Other information such as any information you voluntarily choose to provide in connection with your job application.
How We Use Personal Information
We collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, contacting references with your authorization, conducting background checks you authorize, and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes, such as in connection with any challenges made to our hiring decisions.
With Whom We Share Personal Information
We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):Internally: to other Legion personnel involved in the recruiting and hiring process.Vendors: such as technology service providers, travel management providers, human resources suppliers, background check companies, and employment agencies or recruiters, where applicable.Legal Compliance: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency.Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.Business Transaction Purposes: in connection with the sale, purchase, or merger.How to Contact Us About this Policy – If you have any questions about this Policy, please contact privacy@legion.co.