Role Description This isn't a ticket-closing role. We're looking for someone who takes genuine ownership of the customer experience — from the moment a client places an order to long after they've set up their equipment and are serving their first cup. As our Customer Success Specialist, you'll be the operational and relational backbone of our post-sales experience. You'll lead a team, shape our processes, and ensure every client interaction reflects the quality of the products we sell. You'll work cross-functionally with sales, logistics, marketing, and technical partners — and you'll have real authority to improve how things work. If you're energized by solving complex operational problems, building systems that scale, and genuinely caring about the people you serve, this role was built for you. What You'll Be Responsible For: - Customer Success & Team Leadership: Own the full customer journey and lead the team that delivers it — setting KPIs, coaching performance, and building a culture where every client issue gets resolved with urgency and care. - Sales Enablement & Channel Coordination: Support the consultative sales process through client communications across email, SMS, and social platforms, overseeing accurate quote and invoice creation via Shopify and QuickBooks, and helping coordinate third-party and social commerce channels alongside marketing and sales. - Post-Sales Operations: Ensure the handoff from sale to satisfied customer is seamless, handling client onboarding, equipment setup, ongoing inquiries, and facilitating accessory or parts orders — including specialty items not in the catalog. - Logistics, Damages & Returns: Own communication and resolution when things go wrong — damaged shipments, return claims, logistics delays — working closely with logistics teams to move fast, communicate clearly, and turn frustrating moments into trust-building ones. - Process Improvement: Identify recurring issues and fix them for good by designing new workflows, proposing automation, or rallying cross-functional partners around better methods. Qualifications - At least 5 years in a client-facing operations or customer success role, with 2+ years leading a team. - Experience with Shopify or similar tools. - Strong communication skills, both in writing and conversation, with analytical instincts to spot patterns and act on them. - Experience in e-commerce operations is essential. - Familiarity with professional coffee equipment or the specialty coffee industry is a plus; a genuine passion for coffee is beneficial. Benefits - A remote-first, globally distributed team and flexible work environment. - The opportunity to lead a high-impact function within a fast-growing brand. - A collaborative, passionate culture driven by innovation and a love for coffee.

• Get on the phone with customers regularly to provide hands-on training, answer questions, and enable them to integrate the product seamlessly into their day-to-day work • Leverage our CS platform, Planhat, to follow automated playbooks and engage customers based on activity (e.g., usage data, customer sentiment) to drive adoption • Collaborate closely with Support, Account Management, and Implementation teams to ensure seamless hand-offs and a unified customer communication experience • Lead small-group and one-on-one training sessions tailored to the specific needs of individual brokers to accelerate their time-to-value • Support the creation and distribution of proactive, educational content (e.g., training videos, webinars) • Capture customer feedback, product needs, and feature requests to share with the Product team, acting as the voice of the broker • Ensure customers are aware of and successfully utilizing all relevant features within our flagship products • Perform against retention and lead generation KPIs • Identify opportunities for account expansion, cross-sell, or new product interest during customer interactions and seamlessly hand those off to the Account Management team • Practice excellent data hygiene, so we can effectively report on key metrics related to your customer segment

• Own performance reporting across provider and pharma partner programs (affordability programs, patient support, program waterfalls, enablement initiatives, etc.) • Maintain and enhance Salesforce (DS Connect) reporting structures and data integrity • Identify revenue leakage, conversion gaps, and optimization opportunities • Refine waterfalls, eligibility logic, and program configurations to improve financial outcomes • Build dashboards and recurring reporting packages to support Director-level strategy and executive communication • Partner with Product, Data, and Engineering teams to implement and validate revenue optimization initiatives • Measure and quantify revenue and conversion impact of changes • Serve as day-to-day performance contact for assigned partner accounts • Lead data-driven performance reviews and optimization discussions • Translate analytics into actionable growth recommendations • Identify expansion opportunities within existing agreements and support execution • Support renewal preparation with clear performance narratives and measurable impact • Surface retention risks early and recommend mitigation strategies • Provide insight-driven recommendations that inform product and program evolution • Collaborate closely with the Director to align analytics with partner growth strategy • Ensure internal teams are aligned on performance priorities and optimization initiatives

About Legion Let’s be real, AI isn’t magic; Legion was built to move beyond AI hype—delivering secure, reliable systems that work alongside the people tackling the world’s most critical challenges. Born from a Department of Defense partnership and trusted by leaders across government and enterprise, Legion embeds intelligence inside complex systems, unlocking data, accelerating human workflows, and strengthening mission-critical systems. We don’t replace workflows—we optimize them, ensuring quality, efficiency, and reliability inside the platforms our partners already use. With world-class collaborators like Palantir, Nvidia, HPE, and Oracle, we’re building intelligent infrastructure that enhances human capability and drives impact at the edge and across a range of enterprises. We’re looking for bold thinkers and doers to join us in shaping the future of AI that’s secure, grounded, and built to work. 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. Benefits - Healthcare (medical, vision, and dental insurance) with generous employer contribution (90% for employees and 75% for dependents) - HSA/FSA - Flexible PTO. Take time as you need it - plus Christmas Eve through New Year's Day is a company-wide shutdown to relax and get ready for the new year. - Stock Options - Remote work, with a home office stipend to set up your workspace - Paid Parental Leave (12 weeks). Legion also provides an additional 4 weeks (16 weeks total) for birthing parents. - Bereavement leave (2 weeks) for miscarriages or the loss of a loved one - 401k (no matching as of yet) - In-person gatherings Location + Travel This is a remote position, but it will require consistent travel - primarily on the Eastern seaboard. Being located in or near Tampa is Ideal Equal Opportunity Statement Legion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Compensation Information $150,000—$230,000 USD