Customer Success Manager - Federal

Legion is a company focused on delivering secure, reliable AI systems that enhance human workflows. The Customer Success Manager - Federal will act as the voice of the customer, managing requirements and onboarding while ensuring customer satisfaction and renewals.

Responsibilities:

• Advocate For Customers: Act as the voice of the customer within the organization, advocating for customer needs and requirements to the product team
• Manage Customer Requirements: Serve as project manager for any new feature development for the user as well as for deploying the Legion platform for a given customer
• Be a Legion Expert: Develop hands-on technical knowledge of Legion’s product and feature capabilities so that you can ensure our customers are using Legion in the way that’s best for their team
• Lead Customer Onboarding: Train customers on how to use the platform, including training administrative users and champions on how to enable their team members’ success
• Demonstrate Value: Work with customers to understand what really matters to them and their leadership and demonstrate the way that Legion meets that need qualitatively and quantitatively
• Build High-Quality Relationships: Develop relationships with multiple levels of customer stakeholders - everyone from end users, to security engineers to CISOs
• Ensure Renewals: Work closely with the sales teams to identify the best path to renew and expand customers while minimizing churn risks
• Provide Feedback: Proactively gather customer feedback and insights through surveys, interviews, and data analysis, and relay this information to our engineering team
• Manage Issues: Collaborate with engineering to ensure timely resolution to customer issues and maintain consistent communication with our customers

Requirements:

• SECRET or TS/SCI Security Clearance
• Significant experience as a CSM or AM working with the government. Our team is lean and requires someone who is able to thrive in the federal space without significant guidance
• Willingness to travel. You will need to be onsite with our customers frequently. Most of them will be on the East Coast
• Experience with a technical product. You'll need to have worked with a highly-technical product in the past. Legion is a Generative AI product and the technology itself is highly complex. While our users can be anyone at an enterprise, the decision-makers involved in bringing Legion to their company (e.g., CTOs, CIOs) are often quite technical and you will need to be able to comfortably communicate with them
• Exceptional communication skills. You represent Legion to the customer, and you represent the customer to Legion. Effectively communicating in both directions is paramount and critical to the success of both the customer and Legion
• Proven ability to collaborate. You can work effectively with cross-functional teams, including sales, product, and/or engineering to articulate customer needs and develop new platform capabilities to meet them
• Understanding of AI technologies. You understand machine learning concepts and their applications in real-world scenarios and can communicate them to customers of varying levels of technical backgrounds
• Experience working at a startup. Legion is early-stage and that means there's a lot of things that aren't figured out yet. You'll need to be comfortable with operating in that kind of environment
• Technical background. You have some experience building tools for project management (e.g., using Excel, SQL, Python, etc.) or developing your own applications for this or other purposes