Experience as a Customer Success Manager or Account Manager in the government sector
Willingness and ability to travel frequently, primarily on the East Coast
Experience with highly-technical products, especially in AI technology
Exceptional communication and collaboration skills
Understanding of machine learning concepts and their real-world applications
Responsibilities
Advocate for customers' needs within the organization
Manage the deployment of the Legion platform and new feature development
Develop hands-on expertise with Legion's product and its capabilities
Train and onboard customers to ensure successful platform adoption
Demonstrate the value of Legion to customers both qualitatively and quantitatively
Build relationships with diverse stakeholder levels within customer organizations
Work with sales to renew contracts and minimize customer churn
Provide customer feedback to engineering for continuous improvement
Collaborate with engineering to resolve customer issues timely
Benefits
Hybrid work environment with onsite requirements
Opportunity to work with cutting-edge Generative AI technology
Exposure to diverse government client interactions
High level of autonomy in a lean team setting
Potential for personal and professional growth in a startup culture
Full Job Description
Customer Success Manager - Federal (D.C. Hybrid)
***US Citizenship or Greencard is required due to US Government contract requirements***
***Location + Travel - This is a hybrid position, you will be located onsite at customer location 2-3 days per week in Northern Virginia. Other travel as needed.***
Role 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.
Required Qualifications
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.
Preferred Qualifications
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.
Location + Travel
This is a hybrid position, you will be located onsite at customer location 2-3 days per week in Northern Virginia. Other travel as needed.
