Director, Customer Success

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.
• Serve as an inspiring leader in the Customer Success organization by keeping up to speed on the latest practices and available tools.
• Develop and deploy strategies, action plans, and playbooks to improve the customer experience, increase customer retention, and enable account growth

Collaboration

• Build strong internal partnerships with cross-functional teams inside and beyond the Customer Success Organization, specifically with
• the Product function where you’ll facilitate information sharing to ensure our features and new releases are driving value for our customers;
• the Sales function where you’ll facilitate collaboration on customer success plans;
• the Engineering and Customer Support functions to ensure quick resolution of customer issues.
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
• Participate in process innovation, development, and rollout across the broader Post-Sales team, ultimately driving efficiency and scalability of the team
• Serve as an escalation point for CSMs and their customers

Customer Relationship Management

• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
• 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

Adoption Support

• Drive successful solution adoption, customer value, retention and expansion goals ultimately improving Legion’s customer lifetime value
• Create evangelists by listening to customers closely and delighting them with our user experience and service
• 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 company 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: $165,000 - $200,000 + 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
• Discretionary Paid Time Off and Paid Holidays
• Parental Leave
• Equity
• Monthly Wellness Reimbursement
• Monthly Lunch on Legion