Customer Success Manager at Legion
Redwood City, CA, US

As the Customer Success Manager you will place the customer at the center of everything we do making their journey simple, valuable and delightful. Constantly combining strategy and execution to drive growth and adoption of our product and glean strategic insights that improve the product value and the customer experience. This experience will result in retention and evangelism of the product and Company.

A day in the life for you will mean you are responsible for:
-Customer Success and account management for key clients. You will own the strategy development, innovation, definition and execution of client requirements (innovate new feature based on client feedback), key client partnerships, onboarding, pilot implementation, rollout and ongoing relationship.
-Work with our development team in defining core feature requirements, communicate bugs and ensure the fixes are communicated with urgency to the customer.
-Share data driven insights and make recommendations to improve customer goals.

-Strong retail operations experience (labor and reporting a plus). Have spent time on the ground with retail store teams to understand and identify business critical issues in order to develop a plan that includes high level planning and alignment of tactics and strategies.
-Demonstrated foresight to anticipate what is working through data driven solutions, if not working how to adjust and recommend solutions.
Strong analytics and reporting skills, understand what is happening at macro and micro level, known as someone who “reads between the lines” through data.
-Ability to communicate and influence effectively with all levels inside and outside the organization (you will be working with Senior Leadership).
Strong diagnostic and analytical skills and financial acumen
Business Plan development with the ability to lead and drive projects to completion
-Stellar communication skills, collaborating cross-functionally to achieve business objectives, while providing a clear pov adapting and understanding the needs of the customer.
-Establish and demonstrated best in class customer focus that zeros in on how to ensure delight on every interaction.
-Dynamic, driven, energetic, engaging and ability to think analytically and drive for results.
-An innovative thinker who enjoys learning and solving problems.
-Ability to motivate, inspire in adoption business environment.

Understanding of Retail Interdependence amongst:
-Store Operations vs Field Organization
-Key Retail KPI and metrics (SPLR, sales, conversion, UPT, AT,etc)
-Compensation and Benefits
-Human Resources
-Omni Channel

Bonus points for working knowledge:
-Labor management systems
-Change management and organizational adoption
-Enterprise Software

-Minimum 3- 5 years experience in strategic or analytics reporting role, or labor modeling/reporting retail operations role that lead to strategic planning to operational excellence required
-Rock solid business acumen, a deeply strategic approach to problem solving, and an interest in the long game
-Must be a highly motivated, enthusiastic team player, driven by creating innovative customer success
-Exceptional situational presence, relationship building, intellect, ethics, and judgment that engenders credibility and trust
-Polished communicator, persuasive presenter, fast on your feet, and innately organized; Superb negotiation and diplomacy skills
-A style that combines quick, entrepreneurial decision-making with enterprise process and organization

Seniority Level
Entry- Mid-level

Enterprise Software Retail

Employment Type

Job Functions
Customer Success Management

Heidi Burns

Community Manager

Heidi joined WIN in February 2016 as Head of Community. Prior to WIN, Heidi founded Project Happy Hearts and has held positions at DocuSign, Eventbrite and H.Bloom. She studied business at Cal Poly San Luis Obispo and has her Masters in Social Entrepreneurship from University of Southern California, Marshall School of Business. As a Southern California native she enjoys spending her spare time at the beach and rooting for the Lakers.

Patrick Blute

Community Manager

Patrick Blute is from Cape Cod, Massachusetts. Before studying Sustainable Development at Columbia University, Patrick was a travel show host touring in over 54 countries. He has worked with companies such as Switch Communications, BackOffice Associates, National Geographic, and as a theatre producer in New York. He is an active alumni of the Coca-Cola Scholars Foundation and passionate about content creation, event management, and public speaking. Patrick is extremely excited to work in the intersection of technology and culture.

Jonathan Pines


jp Before joining WIN, Jonathan co-founded GiftRocket (Y Combinator W11) and was a Software Engineer at Facebook. He is also an active angel investor. Jonathan studied math at Stanford and CS at Harvard. He enjoys thinking about interesting ideas and helping founders make them happen.

Kevin Webb


kw Having grown up and been educated in Silicon Valley, Kevin has had little choice but to become completely dependent on the Internet. He studied Human Biology at Stanford, and has worked at companies such as Dash Navigation (acquired by RIM) and FunnyOrDie, as well as the Santa Clara County Public Health Department and the American Museum of Natural History in New York. Kevin’s background lies primarily in writing, web design, and social marketing, and when he’s not working on WIN, he’s generally spending time with friends or writing field shows for the Stanford Band.

Jeremy Schneider


jJeremy Schneider joined WIN as a Senior Associate in January, 2011. Prior to WIN, Jeremy was a Senior Associate Consultant at Bain & Company in San Francisco, where he focused on technology companies and worked in the Private Equity Group. He graduated Summa Cum Laude, Phi Beta Kappa from Dartmouth College, where he majored in History. He has a Master’s degree in Economic and Social History from The University of Oxford, where he was a Clarendon Scholar. Jeremy grew up in the Bay Area and is thrilled to have the opportunity to work closely with entrepreneurs and to immerse himself in the world of start-ups.

Michael Neril

Co-Founder and Affiliate

Michael has worked with technology startups for 15 years as an advisor, investor, co-founder or operator.   Michael is a co-foundmner of Webb Investment Network (“WIN”), which he launched in 2010. As Managing Director, Michael led all investment activities for the firm, focused largely on enterprise cloud applications, marketplaces, and mobile marketing platforms, investing in over 50 companies across these sectors. Prior to WIN, Michael worked at LiveOps, a cloud-based contact center and labor marketplace, where he ran business development for its next-generation virtual work marketplace.  While there, he also incubated and ran the fastest growing product line within the Company. Michael joined LiveOps after it acquired the second of two technology startups which he co-founded called Ooreka, a virtual work marketplace.  Michael started his career as an investment banker in ING Barings’ Technology Group where he primarily advised venture-backed startups on M&A and corporate finance activities. Michael is also a mentor at several startup accelerators. Michael earned a BA in International Relations from Tufts University.  

Maynard Webb


mw Maynard Webb is a 30-year veteran of the technology industry. An active leader in the technology and business community, Maynard serves as a board member, investor, philanthropist and mentor to young entrepreneurs. As the founder of the Webb Investment Network (WIN), a seed investment firm dedicated to nurturing entrepreneurs, Maynard brings his experience developing and leading high-growth companies. WIN provides its portfolio companies with mentorship and on-demand access to an affiliate network of over 80 industry experts.

Irene Webb


“iw” Irene has been involved in the tech world since 1982. After graduating Rutgers with a degree in statistics, and forecasting sales for Breck and Pine Sol products at American Cyanamid, she went on to earn her MBA from East Carolina University. Eager to begin her tech career outside of her home state of New Jersey, she took a programming job (and later finance roles) with IBM in Boca Raton, Florida where she first met Maynard. Irene later worked at Thomas Conrad and then Quantum Corp before taking leave to focus on her family. She came out of retirement in 2010 to manage WIN's finances. When not managing WIN's budget, Irene enjoys traveling and playing golf.

Katie So’Oto

Executive Assistant

“ks” Katie comes to WIN with years of administrative experience from her prior roles at Tellme, (a Microsoft subsidiary), Russell Reynolds Associates and most recently Sofinnova Ventures. She brings a wonderful, positive attitude and service oriented approach to her role. Katie is a bay area native and lives in Redwood City with her husband and four boys.

Dena Porter

Business Operations Manager

WINteamHeadshotsDPDena brings more than a decade of ‘behind-the-scenes’ productivity and organizational knowledge to the fast-flowing stream of information and infrastructure at WIN. She has held positions in Silicon Valley start-ups fusionOne and Baynote and has teamed with Maynard for years at eBay, LiveOps and now WIN. Dena is fascinated by all things technology keeping her in tune with WIN’s existing and prospective portfolio companies.