Customer Success Manager - ERP and Finance Software

Job Description

Job Description

Customer Success Manager: SaaS, ERP and Supply Chain

Legendary Supply Chain, Inc.

Hendersonville, TN (on-site, 100 Country Club Drive, Suite 203)

Full-time | Reports to the Chief Growth Officer

$100,000 to $125,000 base, depending on experience, plus quarterly bonus and full benefits

WHY THIS ROLE

You will lead a three-person squad, own a portfolio of accounts end to end, and drive the revenue, retention, and growth numbers for that portfolio. This is a leadership seat with real ownership, a direct line to the CGO, and a scorecard you control. If you want to run a book of business, facilate real solutions and leverage AI with salesforce, this is that job.

ABOUT LEGENDARY SUPPLY CHAIN

Legendary Supply Chain builds Salesforce-native software for service and distribution organizations. Our platform connects supply chain, field service, and accounting in one system so customers run their business from a single source of truth, with real cost accounting depth and no spreadsheets in the middle. Founded in 2016, we are profitable and growing. We have placed on the Inc. 5000 four years running and the Deloitte Technology Fast 500 three years running. We are a small, focused team that rewards people who think clearly and ship work that holds up.

HOW WE WORK: SQUADS

Customer success and delivery run as one team, organized in squads. A squad is three people who own a portfolio of customers together: a Customer Success Manager who leads it, a Customer Success Analyst, and a Developer. The squad owns everything for its accounts, from refinement and estimation through design, build, QA, documentation, release, and support escalation. Work moves flexibly within the squad to whoever can advance it fastest, which keeps customer responsiveness high, and the squad wins or loses together. One portfolio. One team. Shared ownership of the outcome.

THE ROLE

The Customer Success Manager leads a squad. You own the customer relationships, the projects, and the growth in your portfolio, and you are the functional lead for your analyst and developer. You manage implementations, expansions, and special projects so each customer gets the full value of Legendary's software and its integrated ecosystem (Salesforce, Accounting Seed, and partner applications). You sit between the analyst's frontline support and the developer's technical escalation as the account-level escalation point.

The ideal candidate is both technically fluent and business-savvy. You listen to a customer and interpret what they mean, not just what they say, and you lead your team to solutions that ship. You understand supply chain operations and cost accounting, you can map a complex workflow into a system solution, you lead a small team by earning its trust, and you build customer relationships grounded in measurable success.

WHAT YOU WILL DO

- Lead the squad. Set portfolio priorities, run refinement, estimation, and prioritization, run the retrospective, and plan coverage so a customer never waits on one person's calendar.

- Own the accounts and the projects. Deliver new implementations and post-implementation projects on time, in scope, and aligned to the customer's business goals.

- Facilitate solution design. Lead the conversation that turns a business requirement into an agreed system solution with your developer. No build starts without a design your customer has signed off on.

- Drive growth. Own renewals, expansions, and upsells in your portfolio. Run demos for new opportunities with your squad building the configuration and data behind you. When we win, the account most likely lands with your squad.

- Handle account-level escalations. Your analyst handles frontline support, you handle account escalations, and your developer handles technical escalations with the account context already in hand.

- Run the product feedback loop. Spot patterns in customer needs, decide with your squad whether to build custom or propose a product enhancement, and carry approved proposals through design, build, test, documentation, and rollout.

- Know your customers. Build a deep understanding of each customer's processes, goals, and configuration, and become their go-to expert on Legendary's software.

- Lead customer meetings. Run kickoffs, status updates, demos, and Quarterly Business Reviews, and bring your developer in so technical questions get answered live.

- Manage releases. Learn each customer's release cycle and run your squad's releases around it.

- Keep the record straight. Maintain accurate project and account data in Salesforce, including timelines, financial metrics, and the account scorecard.

- Build adoption. Contribute training materials, documentation, and short videos with your squad.

- Grow the team. Run reviews and hiring for your squad jointly with the Operations Manager.

WHAT YOU BRING

Required:

- 5+ years in Customer Success, Project Management, or Implementation Consulting

- Business process acumen in purchasing, warehouse operations, supply chain, and cost accounting. You can follow a purchase order from requisition to invoice and read the ledger it leaves behind.

- Proven ability to listen to a customer, interpret what they mean versus what they say, and lead a team to solutions that ship

- Experience leading a small cross-functional team, formally or as the functional lead

- Strong project management skills across multiple concurrent implementations

- Excellent communication and client relationship management skills

- Proven ability to map complex business processes into system solutions

- Comfort leading demos and teaching users new processes

Preferred:

- Experience with Salesforce, SAP, or other ERP, supply chain, or financial systems

- Experience using AI tools such as Claude in daily work, with the judgment to verify output before it ships

HOW WE MEASURE SUCCESS

The customer's success is all of our success. Every account in your portfolio carries a scorecard, and the squad is measured against the account:

- Revenue: the portfolio grows

- License Growth: customers expand their footprint

- Case Closure: support gets resolved, not recycled

- Customer Satisfaction: customers say it, not just renew

- Salesforce Surveys: partner-side health stays strong

- Product Contributions: your portfolio's needs improve the product

- Portfolio Health: the whole book stays healthy and responsive

SCHEDULE AND TRAVEL

Standard 40-hour work week with occasional after-hours support for time-zone or go-live needs. Up to 10 to 20 percent travel to customer locations.

Skills: Customer Success, SaaS, Project Management, Team Leadership, ERP, SAP, Supply Chain, Purchasing, Warehouse Operations, Cost Accounting, Salesforce, Accounting Seed, AI Tools, Claude, Solution Design, Business Process, Process Improvement, Consulting, Facilitation, Documentation, Customer Retention, Collaboration

Legendary Supply Chain builds Salesforce-native software for service and distribution organizations. Our platform connects supply chain, field service, and accounting in one system so customers can run their business from a single source of truth, with real cost accounting depth and no spreadsheets in the middle. Founded in 2016 and headquartered in Hendersonville, TN, profitable, and growing. We've placed on the Inc. 5000 four years running and the Deloitte Technology Fast 500 three years running.

Company Description

Legendary Supply Chain builds Salesforce-native software for service and distribution organizations. Our platform connects supply chain, field service, and accounting in one system so customers can run their business from a single source of truth, with real cost accounting depth and no spreadsheets in the middle. Founded in 2016 and headquartered in Hendersonville, TN, profitable, and growing. We've placed on the Inc. 5000 four years running and the Deloitte Technology Fast 500 three years running.