Salesforce Customer Success Manager: ERP and Supply Chain SaaS

Job Description

Job Description

Salesforce Customer Success Manager: ERP and Supply Chain SaaS

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 $130,000 base, depending on experience, plus quarterly bonus and full benefits

Why This Role

Most CSM roles hand you a list of accounts and a renewal date. This one is a leadership seat with real ownership, a direct line to the CGO, and a scorecard you control. You will lead a three-person pod, own a portfolio of accounts end to end, and drive the revenue, retention, and growth numbers for that portfolio. You will work deep in the Salesforce stack every day, building on a native platform rather than around it. You will also have a real voice in the product roadmap, turning what you hear from customers into features that ship in our managed package. If you want to own a book of business and help shape the product it runs on, this is the 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: Pods

Customer success and delivery run as one team, organized in pods. A pod 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 pod owns everything for its accounts, from refinement and estimation through design, build, QA, documentation, release, and support escalation. Work moves flexibly within the pod to whoever can advance it fastest, which keeps customer responsiveness high, and the pod wins or loses together. One portfolio. One team. Shared ownership of the outcome.

The Role

The Customer Success Manager leads a pod. 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 a seasoned Salesforce administrator with strong business user acumen. 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 pod. 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 pod building the configuration and data behind you. When we win, the account most likely lands with your pod.

•       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 pod 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 pod'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 pod.

•       Grow the team. Run reviews and hiring for your pod jointly with the Operations Manager.

What You Bring

Required:

•       5+ years of hands-on Salesforce administration experience in customer-facing roles such as Customer Success, Project Management, or Implementation Consulting

•       Implementation experience with Service Cloud, Sales Cloud, Salesforce Field Service, and/or Accounting Seed

•       Strong business user acumen: 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:

•       Salesforce certifications (Administrator, Advanced Administrator, or cloud consultant certs)

•       Experience with 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

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.